Smart Routing & Escalation
Intelligent Conversation Routing & Escalation Sub-Headline: Eliminate bottlenecks. Automatically route every customer message to the right agent, team, or bot based on intent, skill, or availability—instantly.
Precision Routing for High-Velocity Teams
Stop wasting time manually triaging thousands of messages. OrelFlow’s Smart Routing Engine acts as your 24/7 traffic controller, ensuring no customer is left waiting in the wrong queue.
Skill-Based Assignment: Direct complex technical queries to your engineers and billing questions to your finance team. Tag agents with specific skills (e.g., “Python Expert,” “Spanish Speaker”) and let OrelFlow automatically match incoming queries to the best-suited human.
Fair-Distribution Round Robin: Keep your sales team happy and your workload balanced. Automatically distribute new leads equally among available agents to ensure fair opportunity and prevent burnout.
Context-Aware Triggers: Route based on data, not just keywords. If a customer has an open “High Priority” ticket in your CRM, bypass the bot and route them directly to their dedicated account manager.
AI-Powered Triage & Pre-Qualification
Don’t clutter your agents’ inbox with “Hi” or “Are you open?” Let OrelFlow’s AI Agents handle the noise so your team can focus on value.
Intent Detection: Before a human ever sees a message, our Gemini and OpenAI-powered agents analyze the conversation to understand the customer’s intent. Is it a sales inquiry? A support complaint? A partnership request? The AI tags the conversation and routes it accordingly.
Zero-Touch Resolution: Why route a question that can be answered instantly? Configure OrelFlow to resolve FAQs, check order statuses, or book appointments completely automatically. Only route to a human when the AI detects complexity or frustration.
Sentiment-Based Prioritization: Detect angry customers instantly. If the AI senses negative sentiment, it can auto-upgrade the ticket priority and route it immediately to a senior support specialist with a “High Risk” alert.
Real-World Applications of RAG AI Chatbots
1. VIP Tier Priority Automatically identify high-value clients via their phone number or email. Bypass standard queues and route them directly to your “White Glove” support team for instant service.
2. Global Language Routing Detect the incoming message language (e.g., Spanish, French, Arabic) and automatically route the chat to a native-speaking agent or a specific regional team.
3. Sales Lead Distribution When a lead qualifies themselves via a WhatsApp Form (e.g., “Budget > $5k”), instantly route them to the “Enterprise Sales” team using Round Robin to ensure fast engagement.
4. Technical Support Tiering Use a chatbot menu to ask “Is this a billing or technical issue?” If technical, route to Tier 1 Support. If unresolvable by Tier 1, allow one-click escalation to Tier 2 Engineering.
5. After-Hours Management Automatically switch routing rules based on business hours. During the day, route to live agents. After 6 PM, route to an AI Agent that captures details and schedules a callback for the morning.
6. Abandoned Cart Recovery When a customer replies to an automated “Abandoned Cart” message, route them directly to a “Sales Closer” agent rather than general support, maximizing the chance of conversion.
7. Negative Sentiment Escalation If a customer uses keywords like “angry,” “cancel,” or “manager,” or if the AI detects hostility, skip the chatbot flow entirely and alert a Supervisor immediately.
8. Niche Product Specialist If a customer inquires about a specific product (e.g., “Installation help for Model X”), route the chat specifically to the sub-team trained on that product line, avoiding generic support answers.
