Inbound
Call routing that asks instead of making them press buttons
A caller says what they want in their own words and lands in the right place. No menu tree, no "press 4 to hear these options again".
Incoming call
What this is for
A phone menu asks the caller to translate their problem into whatever categories your org chart happens to use. They guess. They guess wrong. The third person they speak to is the first one who can actually help, and by then they have told the story three times. Every wrong hop costs them patience and costs you a minute of somebody's day.
How a call finds the right person
- 01
Asks in plain language
One open question. What are you calling about. The caller answers the way they would answer a person, because there is nothing to press.
- 02
Works out the intent
It maps what they said to the destination you defined. A payment that went out twice reaches billing without the caller needing to know your billing team is called billing.
- 03
Collects what the next person needs
Order number, account postcode, policy reference. Gathered before the transfer, so whoever picks up starts with the context instead of asking for it.
- 04
Transfers with the context attached
The call goes to the right queue or person, details already captured. What was said before the handover stays on the record.
Related
- AI receptionistIt answers on the first ring, works out what the caller needs, and either handles it or puts them through to the right person. Every call leaves a transcript.
- Inbound supportPoint it at your material and it answers from that rather than a script you maintain. What it has no grounds to answer becomes a transfer, not a guess.
- AI answering serviceNights, weekends, and the twenty minutes everyone is in a meeting. It takes the message, captures the details, and gets it to whoever needs it.
- BPO and contact centresAbsorb the repetitive tier-one volume so agents get the calls that need a person, and keep the recording and transcript for every one.
AI call routing: common questions
Do callers still get a menu?
No. There is nothing to press. You can build a keypad fallback as a branch if you want one, but the default path is a spoken question.
Can it route on things other than the topic?
Yes. Routing is a branch in the flow you draw, so it can turn on what the caller says, what a lookup returns, the time of day, or which of your numbers they dialled.
What happens if nobody is free to take the transfer?
Your choice, per branch. Hold, fall back to a second queue, or have the agent take a full message and end the call cleanly rather than leaving somebody parked in silence.
Can it handle the whole call instead of transferring?
Often. Routing and self-service are the same flow, so anything you have given the agent an answer for it can resolve outright. The transfer is for what is left over.
Does the receiving agent see what was said?
Every call produces a transcript and a recording, and the fields collected before the transfer sit with the call record.
Still stuck? Talk to our team.