Intelligent Interaction Routing: How It Works and Best Practices
Living in a hyper-connected society, people expect that all the services they use should be fast, tailor-made, and integrated. They want to have their problems solved within the shortest time possible, and this may be through live chat, phone call, or even through the social media platform or via e-mail. This is where Intelligent Interaction Routing comes in: applying different forms of artificial intelligence and data decision models in order to match each customer to an appropriate resource at the right time.
