It knows when a person should step in.
The engine reads every conversation as it happens. When a customer is ready, the right expert joins with the full context.
An expert on the call in seconds.
Routing weighs intent, language, availability and each expert's record, then opens the chat or places the call.
- Conversation, 0:42Intent 31%
- Asked about membershipIntent 64%
- Expert matched, call startedIntent 92%
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Four things decide every match.
- Intent
- Every message updates a live reading of how ready the customer is.
- Fit
- Language, tone and the customer's history decide which expert suits them best.
- Availability
- Only experts who are free right now are offered, so nobody waits.
- Track record
- Each expert's results feed back into who takes the next conversation.