In modern customer service, efficient handling of inquiries is essential to ensure service quality and customer satisfaction.Our powerful routing system enables incoming tickets to be specifically forwarded to the right employees or teams. Requests are prioritized and therefore efficiently processed through a combination of AI, automated rules, skill-based routing, and SLAs.

​
Basic principle of routing

Our routing is based on AI-driven assignment of tickets to the correct agents or teams. Various factors play a role, including:
  • AI-supported detection and assignment: We use artificial intelligence to automatically analyze, categorize, and forward incoming requests to the most suitable employee. The AI recognizes patterns in requests, incorporates historical data, and continuously optimizes ticket distribution.
  • Skill-based routing: If specific skills are stored for employees or teams, they receive targeted queries that correspond to their area of expertise.
  • Priority and due dates: Tickets can be distributed automatically based on urgency and deadlines.
  • Channel-based routing: Depending on the channel of a request (e.g., email, chat, telephone), different routing strategies can be applied.
  • Last handler (Last-Agent-Routing): If a customer submits a request again, the system can assign it to the original handler.

​
Automated ticket distribution

Our routing system can be controlled by various algorithms:
  • SLA-based routing: Tickets with defined deadlines are automatically prioritized.
  • Priority-based routing: Important inquiries are treated preferentially.
  • Tag-based routing: By using tags, requests are classified according to certain criteria and distributed in a targeted manner.
  • AI-supported routing: Our AI analyzes requests based on content and history and automatically assigns them to the correct category.

​
Benefits

  • Increased Efficiency: Automated and intelligent distribution reduces processing times.
  • Improved service quality: SLAs ensure that customer inquiries are processed within defined timeframes.
  • Optimal use of resources: Tickets are forwarded to the most suitable employees, making targeted use of expertise.
  • Scalability: The flexible routing system adapts to the individual requirements of companies of any size.

​
Conclusion

Our routing system optimizes the ticket processing process through precise, automated assignment. Thanks to a combination of SLA and priority management, skill-based routing, and AI-supported analysis, we ensure efficient customer care. More details on the configuration of routing rules, SLAs, and working hours are described in the associated sub-articles.