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CX Playbook
Intelligent Routing
The Smarter Way to Connect - Powered by AI
In today’s always-on world, speed and accuracy matter more than ever.
Every customer interaction is different, and getting enquiries to the right person quickly can have a significant impact on both customer satisfaction and operational efficiency.
AI-powered Intelligent Routing uses real-time customer context, intent, history, sentiment, and agent skills to match each interaction with the best available resource. By reducing transfers, wait times, and repeat contacts, organisations can improve First Contact Resolution, deliver more personalised experiences, and ensure customers receive the right support from the very first interaction.
Explore the real-world use cases for intelligent routing below.
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VIP & Customer Value Routing
VIP & Customer Value Routing
Use customer profile data, account value, loyalty status, or service level agreements (SLAs) to ensure important customers are connected to the right team faster.
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Intent-Based Routing
Intent-Based Routing
AI analyses customer intent from voice, chat, email, or digital channels and automatically routes enquiries to the team best equipped to help, reducing handling times and improving accuracy.
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Skills-Based Routing
Skills-Based Routing
Route interactions based on agent expertise, certifications, language preferences, or product knowledge to improve first contact resolution and reduce transfers.
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Sentiment & Risk-Based Routing
Sentiment & Risk-Based Routing
AI detects sentiment and potential churn risk, prioritising urgent interactions and routing them to experienced agents who can de-escalate situations and improve outcomes.
How It Works
AI-driven routing continuously learns from historical data, real-time context, and behavioural patterns to make optimal decisions. It evaluates factors such as request type and urgency, customer history and intent to match with agent skills and availability - all within your defined business rules and priorities.
Built for Scale
Whether you’re managing thousands of support tickets, coordinating logistics, or orchestrating complex workflows, Intelligent Routing scales effortlessly. It integrates with your existing systems and evolves with your business needs—no matter how quickly they change.
Why Choose AI-Driven Routing?
Traditional routing systems rely on static rules that quickly become outdated. Intelligent Routing goes beyond rigid logic—it’s dynamic, adaptive, and fully data-driven. That means smarter decisions, better outcomes, and a system that improves itself every day.
Turn Every Interaction into a Better Outcome
Faster Response Times
Eliminate delays by ensuring requests are routed instantly to the right team or individual.
Higher Accuracy
AI reduces misrouted queries, meaning fewer transfers and smoother interactions.
Continuous Improvement
Machine learning adapts over time, refining routing logic as new data flows in.
Personalised Customer Experience
Customers get quicker resolutions with less friction—boosting loyalty and trust.
Operational Efficiency
Free up your teams from manual triaging so they can focus on high-value work.
Higher First Call Resolution
Calls routed to the right place, right agent,
right time - every time
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Why Digital Island?
CX Expertise
With over 20 years of experience at the forefront of business communications, Digital Island delivers the depth of expertise, strategic thinking and technical capability that organisations rely on to stay connected, productive and competitive.
A Trusted Partner
Technology is only part of the equation. It's our commitment to exceptional service, proactive support, and long-term partnerships that sets Digital Island apart. Our customers trust us not just for our technology, but for our people.
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Local Roots
100% New Zealand-owned and operated, we're deeply commited to the growth and success of kiwi businesses. We understand the local market and have a track-record of building long-term partnerships founded on trust, accountability and shared success.
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CX Expertise
From cloud communications and contact centres, to AI-enabled customer engagement, we help organisations turn every interaction into an opportunity to strengthen relationships, improve outcomes, and build customer trust. Customer experience is in our DNA.
Global Partners
We combine local expertise with the power of world-leading technology. Through strategic partnerships with leading global providers, we deliver innovative, enterprise-grade solutions that help our customers stay connected, agile and future-ready.
Proven Expertise
Our greatest strength is our people, who bring decades of expertise and industry knowledge, combined with a genuine understanding of how New Zealand businesses operate and a passion for solving real world business challenges.