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Telvanta
SUPPORT CUSTOMERS

Smart Ticket Routing
Right ticket. Right expert.
Right time.

Automatically route every support ticket to the right agent or team based on skills, intent, priority and customer context—so issues are resolved faster and customers stay happy.

An “AI-powered routing in action” panel: a column of incoming tickets — Payment failed (Urgent), How to upgrade plan? (Medium), Bug in dashboard (High), Account access issue (Medium) and Feature request (Low) — feeding a ringed AI Routing Engine ringed by Intent Detection, Skills Match, Priority & Context and Workload Balance badges, which fans out to the best matched agents Rita Sharma (Billing Expert, 95% Match), Arjun Thapa (Account Specialist, 92%), Niraj Poudel (Technical Expert, 90%) and Samiksha Rai (Product Specialist, 90%), with an Escalation Team row for complex, high-priority issues.

The impact of smart routing

Faster ResolutionsRoute tickets to the right expert and solve issues faster.
Higher CSATImprove customer satisfaction with accurate, timely support.
Lower First Response TimeReduce wait time by automatically assigning the best available agent.
Better Agent ProductivityAgents spend less time on manual sorting and more on solving issues.
Lower EscalationsResolve issues at the first level and reduce ticket escalations.

Trusted by growing businesses

10K+Businesses50M+Conversations / Month
99.99%Platform Uptime4.8/5 from 500+ reviews

Smart Ticket Routing from Telvanta.ai cut our first response time by 45% and increased customer satisfaction by 32%. Our agents now focus on solving issues, not sorting them.

Pratik GurungCustomer Support Manager,Khalti

How smart ticket routing works

1. Ticket Captured

Tickets come in from multiple channels like email, chat, WhatsApp, web and more.

2. AI Analyzes

AI detects intent, categorizes and evaluates priority, customer history and context.

3. Best Match Found

Routes the ticket to the most suitable agent or team based on skills and workload.

4. Instant Assignment

Ticket is assigned instantly and the customer gets a quick acknowledgement.

5. Resolved & Improved

Issue is resolved, feedback is captured, and routing gets smarter over time.

Powerful features for intelligent routing

AI Intent Detection

Understand customer intent using NLP and route accurately.

Intent classificationAuto categorizationLanguage detection

Skills & Expertise Matching

Match tickets with agents based on skills, expertise and past performance.

Skill tagsExpertise levelsCertification based

Workload Balancing

Distribute tickets evenly to avoid agent overload and ensure faster responses.

Real-time capacityMax ticket limitsAuto rebalancing

Priority & SLA Awareness

Consider priority, SLA and urgency to meet promised resolution times.

SLA based routingUrgency detectionEscalation rules

Custom Routing Rules

Create rule-based routing flows as per your business process and policies.

If/Then rulesRound robinEscalation paths

Continuous Learning

AI learns from resolutions and improves routing accuracy over time.

Routing Accuracy92%

Use cases

Technical Support

Route technical issues to specialized agents instantly.

Billing & Payments

Send billing, refund and payment issues to the right experts.

Account Access

Direct login, access and verification issues to account specialists.

Product Queries

Route feature, plan and product questions to product experts.

High Priority Issues

Escalate urgent or VIP customer issues immediately.

Multi-language Support

Route tickets based on customer language and agent proficiency.

Why smart ticket routing matters

Up to45%

Faster Response Time

Get tickets to the right agent instantly.

Up to32%

Higher CSAT

Happy customers with quick and accurate support.

Up to30%

Higher Productivity

Agents resolve more tickets every day.

Up to25%

Lower Escalations

Issues are resolved at the first contact level.

Better SLA Compliance

Meet SLA commitments and avoid penalty with smart prioritization.

Stronger Retention

Great support experience leads to higher loyalty and retention.

Route smarter. Resolve faster. Delight customers.

Empower your support team with AI-powered Smart Ticket Routing and deliver exceptional support at scale.