Intent-based routing transforms customer support with AI
Intent-based routing (IBR) uses generative AI to route customer queries based on real-time intent recognition and user group assignment, enhancing customer interactions and streamlining contact center operations. IBR connects customer needs to the right support resources quickly and accurately, resulting in better customer experiences. Contoso Bank leverages IBR to optimize its customer support operations, grouping intents and routing queries to the appropriate user groups. Implementing IBR offers benefits like enhanced precision, dynamic intent discovery, streamlined routing configuration, smarter workforce management, scalability, and adaptability. IBR is easy to adopt and scale, transforming contact centers for improved service quality.
Article 3w
Login now to access my digest by 365.Training
Learn how my digest works
Features
- Articles, blogs, podcasts, training, and videos
- Quick read TL;DRs for each item
- Advanced filtering to prioritize what you care about
- Quick views to isolate what you are looking for right now
- Save your favorite items
- Share your favorites
- Snooze items you want to revisit when you have more time