Right conversation.
Right expert.
Every time.
Telvanta Smart Routing uses AI to understand customer intent, context and priority — and routes every conversation to the best available agent or autonomous workflow instantly.
- Understand intent & context in real-time
- Match with the best agent or team
- Balance workload and agent availability
- Escalate intelligently when needed
- Faster resolution. Happier customers.
Understands
what customers mean
Analyzes context
& sentiment
Finds the best match
in real-time
Routes with confidence
in milliseconds
Continuously learns
& improves
THE POWER OF SMART ROUTING
AI that thinks before it routes
Intent & Context Analysis
AI understands the true intent, entities, language and full conversation history.
Best Agent Matching
Matches based on skills, expertise, availability, language, workload and performance.
Real-time Load Balancing
Distributes conversations evenly to avoid overload and reduce wait time.
Intelligent Escalation
Escalates to senior agents or departments only when necessary.
Continuous Optimization
Learns from every conversation to improve routing accuracy over time.
HOW IT WORKS
From conversation to resolution in just a few steps
1. Conversation Received
Customer message comes in from any channel.
2. AI Understands
AI detects intent, sentiment, context and priority.
3. Smart Match
Finds the best agent or team for the conversation.
4. Route Instantly
Conversation is routed in real-time with full context.
5. Resolution & Feedback
Issue resolved faster. Feedback improves future routing.
75%
Faster Response Time
Conversations reach the right agent instantly.
65%
First Contact Resolution
More issues resolved in the first interaction.
40%
Higher Agent Productivity
Agents focus on what they do best.
90%+
Routing Accuracy
AI-powered routing gets better over time.
98%
Customer Satisfaction
Customers get the right help from the right person.
Trusted by 1,200+ businesses worldwide
Experience the smartest way to route conversations.
Deliver faster responses, happier customers and higher team productivity with Telvanta Smart Routing.