Intelligent Routing (IR), also known as skills-based routing, is a technology used by contact centers to route customer queries that come in through voice, email, or chat channels to the agent best fit to resolve it.
IR helps improve operational efficiency and elevate customer experience. To provide seamless customer support, it is important to route issues to the right agents and queues the first time around. If done incorrectly, it could result in disgruntled customers.
Conversations can be routed based on the information collected about the customer, type of issue, language, and channel of contact. Through IR, the right agent will get the customers details enabling them to provide a personalized service.