What is call routing?
Sending each call to the right destination, such as a department, branch or person.
Call routing, explained
IVRs route by key presses; AI voice agents route by understanding what the caller says.
Good routing sends the caller to the right place the first time, using what they said, who they are and the time of day. Every wrong transfer adds waiting time and makes the caller repeat themselves.
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Related terms
- IVR (interactive voice response)A phone menu system where callers press keys or say simple words to choose options, such as "press 1 for sales".
- Intent recognitionWorking out what the caller wants to do, for example book, cancel, ask a price or complain.
- Warm transferHanding a call to a person along with the context, so the customer doesn't repeat themselves.
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