Predictive AI Routing
Route to the Right Agent, Right Away
Your customers are tired of waiting on hold, dealing with IVRs, and being passed between agents. Route callers to the right reps with AI that actually understands their needs.
Pass Context, Not Just Callers
Embed AI throughout the interaction journey so you can quickly determine why a customer is calling, pass them to the right agent, and let managers immediately access accurate insights.
Faster Resolutions For Customers
Save customers from frustrating IVR mazes by using AI to quickly get them to the right agent with no lost context.
Immediate Context For Agents
Use AI to sum up a customer’s needs before agents pick up the phone, so they can stop asking questions that have already been answered.
Effortless Insights for Managers
Improve coaching by letting managers easily access quality and compliance insights across the entire interaction—from hello to hangup.
SUCCESS STORY
Better Routing Begins With AI
Find out how Glia’s AI-powered routing helps Heritage Financial Credit Union to elevate outcomes across its contact center.
Automate and Enhance Interactions
AI resolves 34% of interactions without human help and assists agents on an additional 56% of inquiries.
62%
Slash Handle Times
AI passes context to agents before they assist customers, reducing handle times by 18%.
12%
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Double Service Capacity
Enhancing interactions with AI helps Heritage double its service capacity.
1x
Improved Operational Efficiency
Using AI helps Heritage reduce labor requirements by 20%.
14%
AI Preps, Agents Perfect
Let our AI work its magic so your agents can work their own. Cortex Intercept analyzes customer behavior, offers service tailored to their needs, and shares context
with agents when human help is required.
Boost Customer AI Adoption
40% of callers request a human immediately. Use AI to personalize assistance right away so you can contain more calls without human help.
Improve First Contact Resolution
Get callers to the right agents with full context so you can resolve inquiries faster and with less frustration.
Increase Operational Efficiency
Use AI to reduce the number of agents required to handle call volume, so you can raise service levels without adding headcount.
AI ROUTING solutionS
Route Success Everywhere
AI ROUTING solutionS
Route Success Everywhere
AI PREDICTIVE ROUTING FAQS
Your AI Routing Questions, Answered
Predictive routing is an artificial intelligence-powered system that automatically directs customer to the most suitable agent or resource. Using machine learning algorithms, it analyzes historical data and real-time factors to optimize routes and create efficient pathways for both digital channels and voice calls. This technology helps call centers improve customer experiences by matching callers with the best-qualified agents based on skills, availability, and past performance.
Glia's routing solutions stand out through our route planning approach that considers customer history across digital channels and via traditional call center interactions. Our artificial intelligence system delivers improved efficiency by analyzing multiple factors simultaneously— including agent expertise, customer history, and interaction context. This comprehensive approach creates more meaningful customer experiences and reduces resolution times compared to conventional routing systems.
Glia's AI platform maintains the highest security standards while making intelligent routing decisions for customer communications. Our system is built with enterprise-grade security protocols and complies with all major industry regulations, including GDPR, CCPA, and HIPAA. We regularly undergo third-party security audits and maintain strict data protection measures to ensure sensitive information remains secure across all customer interactions.
