Route contacts by intent, not menus
Customers rarely describe their problem the way an IVR menu does. They press a best-guess option, land in the wrong queue, and get transferred — sometimes more than once — before reaching someone who can help. Every misroute repeats the explanation, wastes agent time and leaves the customer more frustrated than when they started.
The root cause is that routing is built around internal structure rather than customer intent. Rigid menus and keyword rules can't keep up with how people actually phrase things, so the mismatch between what customers say and where they are sent is baked in.
How Feelingstream helps
Feelingstream classifies conversations across calls, chat and email by topic and intent automatically — capturing what the customer actually wants in their own words. Explore the platform on the product overview.
Those detected intents can inform routing so a contact reaches the queue best placed to resolve it, instead of the one its menu label implies. The same signals let you prioritise urgent or high-risk cases, moving them up the queue rather than treating every contact identically.
Because intent is measured from real conversations, you can also see where your current menus and routing rules diverge from what customers are asking — and close that gap over time rather than guessing at menu wording.
What you can measure
- Transfer and re-route rate per contact
- Time-to-right-agent from first contact
- Share of contacts reaching the correct queue first time
- Handling of urgent cases prioritised by intent
Where to go next
- Pillar guide: Efficiency with AI
- Product: Platform overview
- Deep dive: Inbound customer email routing
- Related reading: How automated call topics can lead to better business
Ready to route on what customers actually want instead of a menu they had to guess? Book a demo.