AI Termcirca 2018· Added Aug 19, 2026
Conversation Routing
A technique used in AI sales to direct customer inquiries to the most suitable agent or resource.
Conversation routing is a crucial aspect of AI sales, as it ensures that customer inquiries are handled efficiently and effectively. This technique involves using AI algorithms to analyze customer inputs and direct them to the most suitable agent or resource. The goal of conversation routing is to provide customers with timely and relevant support, while also reducing the workload of human agents. By automating the routing process, businesses can improve customer satisfaction, reduce response times, and increase the overall efficiency of their sales operations.
Examples
- A company uses conversation routing to direct customer inquiries about product returns to a dedicated returns agent.
- An e-commerce platform uses AI-powered conversation routing to route customer questions about order tracking to a automated chatbot.
Common misconceptions
- That conversation routing is only used for customer support.
- That conversation routing is a replacement for human agents.
Also known as: AI-powered routing, Automated conversation routing
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