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Smart routing makes it possible to automatically route incoming chat conversations to the correct branch, department or contact person. This involves labeling certain characteristics (keyword recognition) of chat conversations. Smart navigation with the reward of high customer satisfaction and a more efficient working method. An opportunity to seize!
Automatically route conversations to the right department or person, so that unnecessary transfers are a thing of the past.
Smart routing ensures that customers receive information relevant to them more quickly and that non-relevant information is spared.
Returning customers are navigated directly to their designated agent or department for a personalized support experience.
WORK FASTER
Chat messages come and go every day. To guarantee smooth handling of customer questions, it is essential that they automatically reach the right agent or department via smart routing. Who is the source of information about payment options? And who knows everything about the returns process? Disperse crowds, connect a chat conversation to the right agent and put an end to long wait times and clumsy referrals.
SHORTEN THE QUEUE
Smart routing ensures that the customer is always helped by a permanent agent or department. This way, the customer does not have to tell his story again and again or wait in line for a long time, but personal service can be provided immediately. Streamline service and boost customer happiness.
KEY WORDS
Smart routing works based on keyword recognition. Think of keywords such as 'city of residence', 'complaint' or 'return.' Based on this information, the customer is routed to the right agent, department or branch. Has the customer already knocked digitally before? Then the same agent or department comes to the rescue. In this way a loyal bond can be built.
EXPLANATION
The navigation principle of smart routing, skill-based routing and rule-based routing is the same for every customer request. Based on Artificial Intelligence, each message is scanned for a keyword (keyword recognition) or phrase. This process can take place via two routes: rule-based routing or skill-based routing.
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