AI Call Routing: Why Do We Need It in 2025?

Summary

In this blog, I will explain why AI call routing is an indispensable requirement for business. And how implementing AI call routing helps business provides a fast track solution to your customers.

Introduction: AI Call Routing

There are currently 76% of call centers can resolve customer issues at first contact; 24% of them still are unable to resolve the issue at first contact. 

IVR frustration is real!!

According to a recent survey, 96% customers usually skip the IVR (Interactive Voice Response)

Fortunately, AI call routing has changed the entire scenario.

 AI can smartly detect customers’ mood, their urgency, and connect them to the right agents for an instant solution.

Furthermore, call routing learn through a predictive model and can easily evaluate the historical data and behavior patterns of customers. This helps businesses to make better decisions in the future.

AI call routing can easily analyze call volume and assign resources during the peak time. 

Benefits of Using AI Call Routing

Here I will brief you about the interesting benefits of the phone call routing system. Let’s find out:

1. Reduce stress

In this modern era, every business is promoting its products online. Also, digitalisation inclines customers more towards online shopping. 

Therefore, Businesses need powerful platforms to resolve the queries of their customers. If you are still relying on an outdated call centre, it becomes very difficult for you to handle high call volume during peak times.

According to the Salesforce report, 77% of the agents are experiencing a more complex workload compared to the previous year. 

To cope with such stressful scenarios, it’s high time for businesses to implement high-impact solutions.

By embracing a telephone call routing system, you can easily resolve all the issues in less time. Furthermore, an AI call routing system can smartly handle all the agent availability, their ideal time, talk time, and you can schedule their shifts according to your needs. 

I hope you got the brief about the above benefits. Now, let’s find out how AI call routing works.

Call center call routing can easily analyze the VIP member’s contact number and escalate the call to a senior team without wasting time.

AI call routing evenly distributes the call across the team. Therefore, there are fewer chances of workload. Also, agents feel comfortable working.

By deploying AI call routing, businesses can easily connect to regional customers and resolve their queries in their language.

In short, AI call routing minimizes the workload of agents; they feel less tired at the end of the day, and put more focus on relevant tasks.

2. Enhanced customer satisfaction 

From the customer’s point of view,  you may notice a few faults that make the workflows of call centres too hectic and boring. 

Furthermore, 50% of the customers get frustrated with long call holds, especially during sales time and festive seasons. 37 % get irritated by repeating the same query to agents multiple times, and 25% feel their call gets escalated to multiple agents, and at the end, they didn’t get any resolution, and they keep on trying to reach agents multiple times a day.

Imagine you have waited for 15 minutes on hold, and when the call finally reaches the agent, you have to repeat the same query. It’s super frustrating!!! As the customer and agent both get burned out at the end!!! 

How should you deal with a stressful situation where productivity is low and both customers and agents are unsatisfied?? 

Call center phone routing is a high-impact solution to cope with such a stressful situation.

By implementing a routing call center, a business can easily provide a fast-track solution to its customers. AI platforms can easily transfer customers to the right agent, eliminating the need to wait.

Furthermore, they can easily schedule their call to another agent if the agent is not available. All conversations are recorded, summarised, and shared, eliminating the agents’ time of asking repetitive queries.

3. Don’t let the customer hang up on your call.

Nowadays, customers lack patience; they want an instant solution, otherwise they will stop using your product and services. What will you do if you start losing your customers? How will you cope with such a situation that decreases your efficiency?

According to the Salesforce report, nearly 83% of customer want instant resolution to all their queries.

If you have put the call to your customer on hold for 5 minutes. What will he/she do? Definitely, he will cut the call. It really sounds frustrating to the customer!!!

Furthermore, this will directly impact your service as customers get dissatisfied by waiting too long. Here comes the role of AI call routing. 

Contact center call routing equips smart features to help you tackle such stressful situations. Furthermore, call center routing can decrease your call abandonment rate and provide a delightful experience to your customers. 

AI call routing can check the availability of the agents, their talk time, and analyze the skills of agents. Also, provides a fast connection to help customers reach the right agent for an immediate response.

 Additionally, inbound call routing provides a balanced work culture. All work is distributed equally among employees, thus reducing work pressure and smooth environment.

Use cases of AI Call Routing

I hope you got the clear idea about the benefits of the telephone call routing system. Let’s understand some use cases where you will see how various industries are implementing AI to elevate the efficacy in their workflows. You can learn more about how call routing can help in diverse sectors. This will allow businesses to customize their needs accordingly.

1. Banking sectors

Banking sectors usually get a huge number of customer chats and calls. Sometimes, the volume of calls and chats gets too high, and it becomes very difficult to handle queries in a single day.

According to stats, 50 to 60% percent of basic queries are handled by chatbots. For resolving complex issues, companies still need to hire agents to resolve queries in real-time. 

Furthermore, many customers need to wait for a long time to talk to agents. Even agents get burned by handling huge volumes of calls and solving repetitive queries from multiple customers.

Banking business call routing is the best solution to resolve such a stressful issue. AI call routing can easily capture the customer profile and their history. 

They can easily track their issues and what steps agents need to take further to close the ticket at first contact.

In short, AI call routing acts as a game changer to provide a seamless and delightful experience to the customer.

2. Customer support services

For call center agents, it’s a daily challenge to juggle a high volume of calls, keep their staff happy, and prevent customer burnout. In the end, they all stem from bad call routing.

According to the latest report, 30 – 40% is the annual turnover rate in the US. Just imagine how difficult it is for businesses to provide quality service to their customers.

Also, it is difficult for agents to resolve, track, and manage tickets in a single day. Most of the customers’ queries are either skipped or left unsolved. 

As a result, the customer gets dissatisfied and stops using your services. It is a very important part of the business to resolve customer queries on time. 

In this stressful situation, businesses should adopt AI call routing to manage and track the work promptly. 

AI call routing provides customers with the right resolutions and escalates the issue to a senior agent before the customer gets burned out. 

Also, it can easily analyze the right agent by evaluating skills and past work. Based on the agent’s skills, AI allocates work to avoid any serious issues in the workflow. 

I hope you understand the use cases of AI call routing in customer service. In short, AI call routing provides faster resolution, reduces wait time, and brings more fruitful outcomes.

3. Healthcare

According to Notable reports, 88% of customers still book their appointments with a doctor through the telephone. Manual entry of records enhances the chances of error, miscommunication, and even delays. As a result, the healthcare sector encounters losses of around $150 billion. Which is really a huge loss!!!

Legacy systems created havoc for customers, as they had to enter a constant maze of IVRs, pressing 1, 2, etc. Furthermore, patients had to wait in a call queue and had to repeat the same information over and over again. As a result, most of the customers missed their appointments and became dissatisfied with your service. 

In such a scenario, the healthcare sector should embrace this powerful platform to provide quality services to its patients. AI call routing is designed with a smart algorithm to help patients reach out right doctor.

Furthermore, it reduces waiting time, and patients can check doctor availability at thier fingertips. 

Few cases, patients’ data is already pre-programmed, so doctors can recommend treatment with the need of asking basic details. This streamlines the workflow and the doctor can provide fast treatment to thier patients. 

I hope you got a clear understanding of use cases in hospitals. In short, AI call routing provides real experience to patients, and even doctors can reduce their workload and provide high-impact solutions.

Conclusion

Nowadays, customers are looking for self-service. They don’t have the patience to wait and seek help from agents. AI call assistant provides a powerful platform for businesses to solve customer queries in less time.

I hope by reading the above articles, you got valuable insights, how top-notch companies are embracing to minimise their workload. Start using this AI call routing platform to get efficient results!!!!