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CALL ROUTING

Natural Language Intent Capture & Routing

Empower your customers to explain why they’re calling in their own words, instead of relying on keywords

Automated conversation with a PolyAI voice assistant about troubleshooting a laptop and monitor connection problem

What is Natural Language Intent Capture & Routing?

PolyAI voice assistants allow customers to explain why they’re calling in their own words, and transfer them to the right department, the first time.

Our voice assistants can take important details – like customer names, account numbers and related products or services – and forward this information directly to the right agent, along with the call.

They can even start troubleshooting, increasing self-service to prevent simple requests from reaching an agent altogether. All without compromising on the customer experience.

Natural Language Intent Capture & Routing

Automate call routing with end-to-end, with a voice assistant that feels, sounds, and speaks like your dream customer service agent.

Automated conversation with a PolyAI voice assistant demonstrating call routing

BENEFITS

Benefits of Automating Call Routing with PolyAI

  • Understand your customers intent to route them to the right department every time 
  • Handle transactions during the call routing stage including ID&V and troubleshooting
  • Send tickets to live agents to reduce AHT 
  • Remove the need for annoying IVRs or touchpad systems 

Why PolyAI?

Superhuman CX

Superhuman CX

Our voice assistants understand your customers, however they speak, in any accent, any language, for as long as it takes to solve their issue.

Low implementation risk

Low implementation risk

Deploy a voice assistant in 4 weeks or less, with no training data required. Fully scales to handle growing complexity.

High ROI

High ROI

Automate conversations end-to-end, with up to 70% first call resolution. Expect a low upfront investment, with scalable, per-minute pricing.

Get in Touch

Learn more about voice-based conversational AI, request a demo or find out how PolyAI can help.