Efficiently handling inquiries is critical in modern customer service in order to ensure service quality and customer satisfaction.

Our powerful routing system ensures that incoming tickets are specifically directed to the correct employees or teams. By combining artificial intelligence, automated rules, skill-based routing, and service-level agreements (SLAs), it is ensured that requests are prioritized and handled efficiently.

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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 in this, including:

  • AI-supported detection and allocation: We use artificial intelligence to automatically analyze, categorize, and forward incoming inquiries to the most suitable employee. The AI recognizes patterns in requests, includes historical data, and continuously optimizes ticket distribution.

  • Skill-based routing: If specific skills are stored for employees or teams, they specifically receive inquiries that match their field of expertise.

  • Priority and due date: Tickets can be automatically distributed based on urgency and deadlines.

  • Channel-based routing: Depending on the entry channel of a request (e.g., email, chat, telephone), various routing strategies can be applied.

  • Last agent (last-agent routing): If a customer makes a request again, the system can assign this to the original handler.

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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 prioritized.

  • Priority-based routing: Important inquiries are treated preferentially.

  • Tag-based routing: Through the use of tags, requests are classified according to certain criteria and distributed targetedly.

  • AI-supported routing: Our AI analyses requests based on content and history and automatically assigns them to the correct category.

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Benefits

  • Increased efficiency: By using automated and intelligent distribution, processing times are reduced.

  • Improved service quality: SLAs ensure that customer inquiries are processed within defined periods.

  • Optimal use of resources: Tickets are forwarded to the most suitable employees, thereby specifically utilizing expertise.

  • Scalability: The flexible routing system adapts to the individual requirements of companies of any size.

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Conclusion

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