Routing AI Agent

What is Routing AI Agent

A Routing AI agent is an LLM-powered bot that’s focused on routing the consumer to the appropriate bot or agent who can help them with their query.

Historically, rule-based bots that use Natural Language Understanding (NLU) have been the industry standard for handling routing. They require that you invest heavily in setting up and refining an NLU intent model. Then, in the bot, you must specify the intents that trigger the various bot flows. The traditional NLU-based, rule-based approach is rigid and unsatisfactory, especially with consumer expectations now set much higher for AI engagement due to the arrival of Generative AI.

Benefits

For bot builders, the Routing AI agent revolutionizes bot creation by removing the need for extensive intent models, accelerating deployment to just a few weeks instead of months. It uses an LLM to dynamically understand and route consumer intents, increasing operational efficiency and reducing costs. This shift allows builders to focus on route definition and prompt engineering, simplifying the development process and enhancing the bot's flexibility.

For consumers, the experience becomes much more conversational and human-like. The bot eliminates the need for routing menus and canned responses, engaging users with natural language and handling complex queries with greater adaptability. This leads to more satisfying and efficient interactions, resulting in higher First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores.

Key capabilities

• Clarifying Questions: Enhances accuracy by asking clarifying questions to determine the most relevant routing destination.
• Simplified Development: Focus on tailoring routing options while the agent discerns and routes consumer intents. Faster, cheaper development without the need for exhaustive scenario planning.
• Context Retention: Uses previous conversation turns to interpret current messages, enabling relevant and personalized dialogue.
• Multiple Intents Handling: Manages multiple intents across dialogs or bots, maintaining continuity and ensuring smooth, personalized, and efficient customer interactions.Key benefits.
• Continuity: Ensures "warm" hand-offs by transferring relevant context. This results in smooth transitions, personalized assistance, improved customer experience, increased efficiency, and enhanced trust.

Language support

Routing AI agents that use American English or British English are supported.

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