AI Call Routing
Intent-based call routing that analyses a caller's natural speech — rather than keypad input — to identify their purpose, urgency, and emotional state, then routes them to the most suitable agent, queue, or automated flow in real time.
When a call arrives, ASR transcribes the caller's opening statement and NLP classifies intent. The routing engine matches intent, sentiment, and available agent skills, then connects the call — or transfers to voicebot — within seconds. Context is passed with the call.
Contact centres face three structural challenges: too many interactions to review manually, inconsistent agent quality, and feedback loops that are too slow to prevent issues. AI Call Routing addresses all three from a single deployment on 100% of interactions.
Reduced misdirected calls, lower transfer rates, improved FCR through skill-matched routing, shorter queue times as calls reach the right queue first, and analytics on routing accuracy by intent type. Speak to a Convin product specialist at convin.ai/demo.
Insurance (IRDAI-regulated contact centres), BFSI/NBFCs (RBI-regulated collections and servicing teams), EdTech (admissions and enrollment contact centres), healthcare (patient-facing contact centres), e-commerce (high-volume support operations), and telecom (retention and account management teams) — any high-volume, compliance-sensitive contact centre environment.
Traditional contact centre tools manage routing and ticketing — they don't evaluate or improve the quality of what happens during interactions. AI Call Routing adds the intelligence layer: automated quality monitoring, real-time coaching, and compliance verification on every interaction without replacing existing infrastructure.
Low-latency ASR feeds NLP intent classifiers trained on your specific call types. The routing engine integrates with your ACD (Automatic Call Distributor) via API to trigger skill-based routing decisions within under two seconds of call arrival.
Yes. Customers reach the right agent first time, without navigating complex IVR trees or being transferred multiple times. Convin customers report 21% FCR improvement, driven in part by improved routing accuracy. Speak to a Convin product specialist at convin.ai/demo.
Yes. Convin customers report 80% reduction in manual QA effort, 28% AHT reduction, 21% FCR improvement eliminating repeat-contact costs, and automated compliance documentation eliminating manual audit preparation. Most customers achieve positive ROI within 90 days of deployment.
Via API integration with existing telephony (Genesys, Avaya, Cisco, AWS Connect) and CRM (Salesforce, HubSpot, Zoho) — 2-3 week deployment timeline managed by Convin's customer success team. No rip-and-replace of existing infrastructure required. QA scorecards, compliance rules, and coaching frameworks are configured during onboarding. Speak to a Convin product specialist at convin.ai/demo.