Take the Request, Classify It, Hand It to the Right Team
Every request from every channel is classified automatically, scored for priority, logged to your CRM and routed to the right team. Instead of manual handoffs and data entry, teams focus on the work that matters. SLA commitments are never lost.
WORKFLOW · OMNICHANNELHow a Request Is Processed
- 01 / 04
Request Comes In
A request from phone, WhatsApp, email or a web form is picked up by the agent.
- 02 / 04
Classify & Prioritize
Request type, urgency level and customer segment are determined automatically by the models.
- 03 / 04
Log to CRM & Hand Off
A structured record is written to the system; the relevant team or agent is assigned and notified automatically.
- 04 / 04
SLA Tracking
Response and resolution times are monitored; as an SLA breach approaches, an automatic alert and escalation are triggered.
What the Agent Does
Every capability is configured around your organization's business rules and existing systems.
Automatic Classification
Type, category and subcategory are detected automatically from the content of the request.
- +Multi-level category tree
- +Clarifying questions for ambiguous requests
- +Hybrid rule-based and model-based classification
- +Classification confidence score and approval threshold
Priority Assignment
Automatic priority scoring based on customer segment, request type and urgency signals.
- +Urgent / High / Normal / Low levels
- +VIP and enterprise customer rules
- +Keyword-based urgency detection
- +After-hours high-priority escalation
CRM & ERP Integration
Every request is logged to your existing system automatically in a structured format.
- +CRM writes via REST API
- +Existing-customer matching
- +Duplicate-request merging
- +ERP work-order triggering
Team Routing
Each request is assigned to the most suitable agent or team based on rules and load balancing.
- +Skill-based routing
- +Availability and load balancing
- +After-hours rotation
- +Assignment notification (push / email / chat)
SLA Tracking
Response and resolution time targets are defined and monitored separately for each request type.
- +SLA definitions per request type
- +Real-time countdown
- +Pre-breach warnings (80%, 100%)
- +Weekly SLA performance report
Escalation Rules
Under specific conditions, a request is forwarded automatically to a higher level or a manager.
- +SLA-breach-triggered escalation
- +Customer-frustration detection
- +Recurring unresolved-request alerts
- +Escalation history and owner logging
Where It Is Used
Patient Request Management
Automatically classify clinical complaints, appointment requests and medical inquiries, route them to the right department and track the SLA.
Service Work-Order Creation
Automation that records incoming service requests with vehicle, fault-code and customer details and forwards them to the workshop manager.
Guest Request Management
Route a room fault, missing item or service request to housekeeping, maintenance or the front desk with the right priority.