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Documentation Index

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In modern customer service, efficient processing of inquiries is crucial to ensure service quality and customer satisfaction.Our powerful routing system ensures incoming tickets are specifically directed to the right employees or teams. Through a combination of AI, automated rules, skill-based routing, and SLAs, requests are prioritized and processed efficiently.

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Basic principle of routing

Our routing is based on AI-driven assignment of tickets to the appropriate agents or teams. Various factors play a role, including:
  • AI-supported recognition and assignment: We use artificial intelligence to automatically analyze, categorize, and route incoming inquiries to the most suitable employee. The AI recognizes patterns in inquiries, includes historical data, and continuously optimizes ticket distribution.
  • Skill-based routing: If specific skills are stored for employees or teams, they receive targeted inquiries that correspond to their area of expertise.
  • Priority and deadline: Tickets can be automatically distributed based on urgency and deadlines.
  • Channel-based routing: Depending on the input channel of an inquiry (e.g., email, chat, phone), different routing strategies can be applied.
  • Last handler (Last-Agent-Routing): If a customer submits an inquiry again, the system can assign this to the original handler.
  • Last team (Last-Team-Routing): If a customer submits an inquiry 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 prioritized.
  • Priority-based routing: Important inquiries are preferentially handled.
  • Tag-based routing: Using tags, inquiries are classified based on certain criteria and distributed in a targeted manner.
  • AI-supported routing: Our AI analyzes inquiries based on content and history and automatically assigns them to the correct category.

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Advantages

  • Increased efficiency: Automated and intelligent distribution reduces processing times.
  • Improved service quality: SLAs ensure customer inquiries are processed within defined periods.
  • Optimal use of resources: Tickets are sent to the most suitable employees, effectively 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 precise, automated assignment. Thanks to a combination of SLA and priority management, skill-based routing, and AI-supported analysis, we ensure efficient customer service. More details about the configuration of routing rules, SLAs, and working hours are described in the related sub-articles.