In a modern customer service setting, the efficient processing of requests is crucial to ensure both service quality and customer satisfaction.Our powerful routing system allows incoming tickets to be targeted to the right employees or teams. Through a combination of AI, automated rules, skill-based routing, and SLAs, requests are prioritised and thus efficiently processed.

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Basic principle of routing

Our routing is based on an AI-driven assignment of tickets to the appropriate agents or teams. Various factors play a role in this, including:
  • AI-supported detection and allocation: Artificial intelligence is used to automatically analyse incoming inquiries, categorise them and forward them to the most suitable employee. The AI recognises patterns in inquiries, takes into account historical data, and continuously optimises ticket distribution.
  • Skill-based routing: If specific skills are stored for employees or teams, they receive specific inquiries that correspond to their field of expertise.
  • Priority and due date: Tickets can be automatically distributed based on urgency and deadlines.
  • Channel-based routing: Depending on the channel through which a request is received (e.g. email, chat, telephone), different routing strategies can be applied.
  • Last handler (Last-Agent-Routing): If a customer makes a request again, the system can assign it to the original handler.
  • Last team (Last-Team-Routing): If a customer makes a request again, the system can assign it to a handler from the original team.

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Automated ticket distribution

Our routing system can be controlled by various algorithms:
  • SLA-based routing: Tickets with defined deadlines are automatically prioritised.
  • Priority-based routing: Important inquiries are treated preferentially.
  • Tag-based routing: The use of tags classifies inquiries according to specific criteria and distributes them in a targeted manner.
  • AI-supported routing: Our AI analyses inquiries based on content and history and automatically assigns it to the right category.

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Advantages

  • Increased efficiency: Automated and intelligent distribution reduces processing times.
  • Improved service quality: SLAs ensure that customer enquiries are processed within defined timeframes.
  • Optimal use of resources: Tickets are directed to the most suitable employees, making targeted use of expertise.
  • Scalability: Our flexible routing system adapts to the individual needs of businesses of all sizes.

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Conclusion

Our routing system optimises the ticket management process through precise, automated allocation. Thanks to a combination of SLA and priority management, skill-based routing and AI-supported analysis, we ensure efficient customer support. Further details on configuring routing rules, SLAs, and work times are described in the corresponding sub-articles.