Intelligent Call Routing: In-depth Guide [2018 update]

Today it is possible to automate most of marketing operations with artificially intelligent systems. Machines are better than us at testing hundreds of designs, messages and channels to increase marketing effectiveness.

However, organizations are struggling to use artificial intelligence to automate customer care services because machines’ Natural Language Processing (NLP) capabilities still remain significantly less than humans’. For more info, you can check out our explanation on why language is such a difficult issue for machines. Though agents will not be completely automated soon, intelligent call routing systems can help connect customers to agents that are most suited to solve their problems. Read more