CallRouter
Intelligent call routing that understands natural language and directs callers to the right destination. From rigid menu trees to conversational navigation.
Request early accessThe problem it solves
Traditional IVR systems frustrate callers with lengthy menu trees and rigid options that rarely match their actual needs. Callers press wrong buttons, get stuck in loops, or simply mash zero to reach a human. This wastes time, increases agent workload, and creates poor first impressions.
What it does
- Natural language understanding to determine caller intent
- Context-aware routing based on caller history and current situation
- Dynamic menu generation based on time, location, and known issues
- Seamless handoff to agents with full context preserved
- Real-time analytics on routing patterns and caller satisfaction
- Integration with existing telephony infrastructure
Here's an example
Scottish Water Incident Routing
Originally developed to handle call surges during water supply incidents in Scotland. The system understands why callers are ringing, automatically provides relevant incident information, and routes complex queries to appropriate specialists—ensuring critical calls get through while routine enquiries are handled automatically.
Can be applied to
Utility Contact Centres
Routing calls based on location, service type, and whether known incidents are affecting the caller.
Government Helplines
Directing citizens to the right department based on natural description of their query.
Healthcare Services
Triaging incoming calls to appropriate care pathways based on described symptoms.
Financial Services
Routing customer calls based on account type, query nature, and priority indicators.
Request early access
CallRouter is available through early access. Get in touch to discuss how it can address your operational challenges.
Contact us