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AI Contact Center11 minFebruary 18, 2025
Intelligent Call Routing: Beyond Skills-Based Routing
Skills-based routing assigns calls to agents who can handle them. Intent-based AI routing assigns calls to agents who will handle them best — for this specific customer.
D
Dr. Sarah Chen
VP of AI Research
Skills-based routing assigns calls to agents who can handle them. Intent-based AI routing assigns calls to agents who will handle them best — for this specific customer.
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