Customers and conversations have different needs, so treating every case the same way is not always effective. This solution classifies customers or conversations using available data and signals, then routes each case to an appropriate workflow or team under the organization's rules.
How is it implemented?
Practical categories are defined, such as request type, priority, or opportunity stage, along with the data that supports each classification. Routing rules and exceptions are then configured, including how to handle missing information and how to avoid unsupported or sensitive inferences.
Expected value and scope
Teams can prioritize and route cases more consistently. Classification quality depends on clear rules and good data, and results should be reviewed regularly to reduce errors and bias.
