Smart Assignment, an AI-powered routing feature, aims to connect customers with the most suitable care agents to ensure optimal outcomes and quick resolution of customer queries. It utilizes available customer data to intelligently match unassigned cases to the right agents.

Features offered by Smart Routing

Leveraging Customer Data

Smart Assignment takes advantage of data from past interactions to understand customer preferences, needs, and behaviors. It considers information such as previous interactions, demographics, location, and psychographic data (interests, preferences, etc.) to gain insights into each customer.

Mapping Customer Needs

Based on the collected customer data, Smart Assignment identifies the intent or purpose of the incoming query. It analyzes the specific query, such as a return order request or a delivery issue, and quantifies the proficiency of agents in handling different intents.

Agent Proficiency and Percieved Service Quality

Smart Assignment evaluates the performance and proficiency of care agents in handling various intents. It quantifies their skills and expertise in specific categories or areas, allowing for a better match between customer needs and agent capabilities.

Smart Assignment considers customer feedback and mentions from reviews and messages to assess the perceived service quality of agents.

Intelligent Matching

Using the intent proficiency score, perceived service quality score, and available data, Smart Assignment intelligently pairs the customer's query with the most appropriate care agent. It ensures that the assigned agent has the relevant skills, expertise, and positive customer feedback related to the specific query.

Benefits of Smart Pairing

Out-of-the-Box Customer Experience

Smart Assignment ensures that customers are connected with the most suitable agents based on their needs, preferences, and historical data. By matching customers with agents who possess the necessary skills and expertise, Smart Assignment delivers personalized and tailored customer experiences. This leads to higher customer satisfaction and loyalty.

Personalized Engagement

With Smart Assignment, agents have access to customer data and interaction history. This empowers them to provide personalized engagement by understanding customers' previous interactions, preferences, and specific needs. Agents can tailor their responses and solutions, resulting in a more personalized and impactful customer experience.

Data-Driven Insights

Smart Assignment captures and analyzes data from customer interactions and service quality metrics. This provides valuable insights into agent performance, customer behavior, and overall contact center operations. The data-driven insights enable contact center managers to make informed decisions, identify areas for improvement, and optimize their service delivery strategies.

Improved First-Contact Resolution

By intelligently pairing customers with agents who are proficient in handling their specific query or intent, Smart Assignment increases the likelihood of resolving issues during the initial interaction. This reduces the need for customers to be transferred or follow up multiple times, improving first-contact resolution rates and minimizing customer effort.