Intelligent Call Routing: How It Works and Why You Need It

What Is Intelligent Call Routing? Intelligent call routing (ICR) is an AI-powered technology that directs inbound calls to the most qualified agent or department based on caller information and agent availability.

You’re running late for an appointment and need to get there as soon as possible. A basic GPS might simply provide you with the shortest route, regardless of traffic conditions. This could lead to delays if there’s an accident or heavy congestion ahead. 

An advanced GPS, however, uses real-time traffic data to suggest the fastest route. It optimizes your journey by considering factors like traffic flow, road closures, and accidents. 

That’s how intelligent call routing works.

It uses artificial intelligence to analyze call volume, agent availability and expertise, and customer intent and sentiment to direct calls to the most appropriate agent or department. Our guide will help you efficiently navigate the world of ICR so you understand the pros, cons, and best practices of this AI-powered tool. 

How Intelligent Routing Works

Intelligent call routing is an intricate system that efficiently directs incoming calls to the most suitable destination based on various factors. It leverages data, analytics, and automation to optimize call handling and enhance customer experience (CX).

Here’s a deeper dive into each component of automated call routing and how they work:

✏️ Data collection: ICR systems collect data from multiple sources. This includes caller input through interactive voice response (IVR) systems, such as account numbers, reason for calling, location, and call duration. They also use historical data from the company’s database, including purchase history, account status, previous interactions, and customer support history.

🧠 Data analysis: After data collection, the system analyzes the information to understand the caller’s intent and match it with predefined routing rules and agent capabilities. This includes determining caller intent using Natural Language Processing (NLP), matching issues with agent skills, ensuring agent availability, prioritizing urgent or high-value calls, and balancing workload among agents for optimal efficiency.

📞 Routing strategy and connection: Intelligent call routing software determines the optimal routing strategy to address the caller’s needs based on the call center analytics results. That may involve direct routing to a specific agent, placing the customer in a virtual call queue for the appropriate department, directing them to an IVR menu for self-service, or offering a callback option if all live agents are busy.

Intelligent Call Routing Pros and Cons 

Every technology has its share of benefits and challenges. Intelligent call routing impacts customers, call center agents, and the call center as a whole. 

Pros and cons for contact centers 

Contact centers enjoy several benefits of intelligent call routing, but there are also a couple of roadblocks to overcome. Let’s explore.

Pros:

• Improves first call resolution (FCR) rates: By matching callers with the most qualified agents, ICR increases the likelihood of resolving issues on the first call, reducing call handle time and customer frustration.
• Boosts operational efficiency: ICR streamlines call routing processes, leading to faster call connection times, reduced agent idle time, and increased agent productivity.
• Enhances decision-making: Intelligent call routing systems provide valuable data and analytics on call patterns, agent performance, and customer behavior, enabling data-driven decisions to optimize operations. 

Cons:

• High initial costs: Implementing automated intelligent call routing requires technology, software, and integration investments.
• Requires high-quality data: Accurate and up-to-date customer and agent data is essential for effective ICR and requires ongoing data management efforts.

Pros and cons for call center agents 

Call center software with intelligent call routing software empowers agents by matching calls with their customer service skills and reducing repetitive, time-consuming tasks.

But that’s not all. Here are some pros and cons.

Pros:

• Streamlines workflows: ICR automates call distribution, allowing agents to focus on customer interactions rather than manual routing processes.
• Improves agent productivity and efficiency: By handling calls within their areas of expertise, agents can resolve issues faster and more effectively.
• Utilizes agent expertise: ICR helps agents leverage their skills and knowledge, leading to increased job satisfaction and performance.

Cons:

• Change management challenges: Agents may resist changes to their workflow and require training to adapt to the new system.
• Increased pressure to meet call center metrics and KPIs: ICR can increase performance expectations as agents are expected to handle more phone calls and achieve specific metrics.

Pros and cons for customers

Intelligent call routing enhances the customer experience by reducing wait times, improving call handling, and providing better assistance. Here are some additional pros and cons.

Pros:

• Increases customer satisfaction: Faster call connection times, fewer transfers, and more knowledgeable agents lead to higher customer satisfaction.
• Reduces call wait times: ICR optimizes call distribution to minimize customer wait times.
• Provides better, more qualified assistance: By routing calls to agents with the appropriate skills, ICR ensures customers receive the best possible support.

Cons:

• Routing errors: Despite advancements, ICR systems may occasionally misroute calls, leading to customer frustration.
• Lack of personalization: While ICR can analyze customer data, it may still lack the human touch and personalized interactions that some customers value.

Best Practices for Intelligent Call Routing 

Leaping from an automatic call distribution (ACD) system to an AI-powered intelligent call routing platform can do wonders for your business and streamline the customer journey. Following these best practices can help you get the most out of your new ICR system. 

Integrate with the right IVR system

Integrating with a robust IVR call routing system is essential to maximizing the efficiency of intelligent call routing.

Combining ICR with other systems like CRM ensures a comprehensive view of customers, agents, and operations. By harnessing data from various sources, you can make informed routing decisions and optimize workforce management, leading to better customer experiences and streamlined processes.

Use advanced reporting and analytics

Leveraging advanced reporting and analytics is critical for continuously improving your intelligent call routing system. Track key performance indicators (KPIs) such as first call resolution rates, call wait times, and call abandonment rates to measure success. Collecting and analyzing call data allows you to identify trends and refine routing algorithms. Additionally, gather post-call feedback to understand customer satisfaction and pinpoint areas for improvement.

Assess and assign agent strengths, skills, and expertise

A crucial aspect of effective ICR is the assessment and assignment of agent strengths, skills, and expertise. Evaluate agents’ performance metrics to identify their skills and weaknesses. Match calls based on agent expertise to enhance efficiency and customer satisfaction. Encourage continuous learning to develop agent versatility, enabling them to handle a wider range of calls. Regularly update customer data for accurate routing and ensure agents manage their time effectively to minimize downtime. 

Intelligent Call Routing Made Easy 

An intelligent call routing system helps your business provide fast, quality support. Omnichannel routing sends customer conversations to the right place the first time, so agents with the right expertise can handle and resolve more issues more effectively.

Nextiva provides an advanced IVR system with conversational AI that improves call routing, reduces hold times, and saves you money. Don’t overthink it. It’s the smarter choice. 

Related: What Is Outbound IVR? Use Cases and Examples

Intelligent Call Routing FAQs

Intelligent call routing can seem complex, but it doesn’t have to be. Here are answers to some common questions about ICR.