Smart Channel Routing
Rutare inteligentă către canalul potrivit bazat pe context și preferințe.
Routing Rules
Customer Preference
- • Preferred channel memory
- • Language preference
- • Time zone aware
- • Accessibility needs
Issue-Based Routing
- • Complex → Voice
- • Simple → Chat/SMS
- • Documentation → Email
- • Urgent → Callback
Business Rules
- • Working hours routing
- • Channel capacity
- • Cost optimization
- • SLA compliance
AI-Driven
- • Sentiment-based routing
- • Success prediction
- • Load balancing
- • Real-time optimization