In today’s fast-paced customer service environment, intelligent routing has emerged as a key differentiator in contact centers. Advanced routing ensures that customers are connected with the right agent based on skillset, past interactions, or even sentiment analysis.
With AI-driven capabilities evolving rapidly, automation can now predict customer needs and offer self-service options, reducing wait times and improving efficiency. However, some argue that too much reliance on AI may depersonalize the experience.
What’s your take?
Do you believe intelligent routing is paramount for superior service?
How much should AI influence customer interactions vs. human agents?
Are there drawbacks to automated routing, and how can they be mitigated?
Join the discussion and let us know how your contact center leverages intelligent routing for better customer service!