This workflow routes tickets to the most qualified agent based on content analysis and expertise matching. The AI reads each ticket, identifies the required skills, and matches it with agents who have the right expertise, availability, and current workload. It considers technical knowledge, product expertise, language skills, and past performance.
This workflow works natively within your existing ticketing system—whether you use HubSpot, Intercom, Zendesk, Salesforce, Freshdesk, Twilio Flex, or Front. There's no need to migrate to a new platform or change your existing setup. Routing decisions and outcomes are logged into your ticketing system and sent to analytics tools for optimization. The system learns from resolution patterns and continuously improves routing accuracy. Agent skills and performance metrics update automatically based on ticket outcomes.
