Intent-Based Routing
AI classifies caller intent from natural speech and routes to the department or agent best equipped to help.
Smart Call Transfer — Route Calls with AI Intelligence
AI-powered call routing that understands intent, detects urgency, and transfers to the right agent with full conversation context. No more cold transfers.
95% Routing accuracy
How It Works
Step 1: AI understands caller intent
Natural language understanding classifies caller intent with 95% accuracy.
Step 2: Matches to best agent
Skill-based matching finds the right agent or department based on intent and caller context.
Step 3: Warm transfer with context
Agent receives full transcript, intent summary, and customer details before accepting the call.
Step 4: Continuous optimization
AI learns from transfer outcomes to improve routing accuracy over time.
Benefits
Warm Transfer with Context
Every transfer includes the full conversation transcript, issue summary, and customer sentiment — agents never start from scratch.
Urgency Detection
AI detects urgent situations (angry callers, safety issues, VIP customers) and escalates with priority.
Skill-Based Matching
Route calls based on agent skills, language, expertise, and current availability — ensuring the best match every time.
Technical Specifications
- Real-time intent classification
- Warm transfer with full transcript
- Configurable routing rules engine
- SIP REFER and INVITE support
- Queue management with estimated wait times
- VIP caller detection and priority queuing
- Multi-site routing across locations
- Presence-aware routing (check agent availability)
Frequently Asked Questions
How does AI call routing work?
When a caller describes their need, the AI classifies their intent using natural language understanding. Based on the intent, caller history, and your routing rules, it connects them to the best available agent — with full conversation context.
What's a warm transfer vs cold transfer?
A cold transfer simply forwards the call — the agent has no context. A warm transfer (what isLucid does) passes the full conversation transcript, issue summary, and customer details to the agent before they pick up. This eliminates the 'can you repeat your issue?' problem.
Can I set custom routing rules?
Yes. You define routing rules based on intent categories, caller attributes, time of day, agent skills, and queue status. Rules can be updated in real-time without any code changes.
How does urgency detection work?
The AI monitors sentiment, keywords, and conversation patterns to detect urgency. Angry callers, safety-related issues, VIP customers, and time-sensitive matters are automatically flagged and escalated with priority routing.
Does it integrate with my PBX?
Yes. isLucid integrates with major PBX systems and contact center platforms via SIP. We support SIP REFER and INVITE for transfers, and integrate with popular platforms including Genesys, Five9, Twilio, and Microsoft Teams.