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Automatically Route
support tickets to the right agent

Intelligent route tickets to the right experts. Configure
routing based on agent skills, availability, expertise,
workflow, and ticket complexity. Reducing response times
and ensure optimal issue resolution.
Intelligent route tickets to
the relevant experts. Configure routing
based on agent skills, availability, expertise,
workflow, and ticket complexity.

Trusted by industry leaders worldwide

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Getting Started with Automatic Ticket Routing


IrisAgent provides robust and configurable rule engine to automate your ticket routing process based on agent skills, availability, business hours, ticket intent/tags, statuses, and priority, and configurable dynamic rules. It supports dynamic rules such as setting up soft and hard limits on number of assigned cases and real-time queue size.

Because IrisAgent also automates ticket tagging and prioritization and agent skill assessment, it can intelligently identiy domain experts and route tickets based on ticket tags and priority.

Setting up Routing Rules


The Triggers product can support composite conditions and actions. For example, you can set up rules such as automatically route billing inquiry tickets to available agents in the billing sub-team while ensuring workload limits and agegnt work hours are enforced.SSO
In addition, you can add intelligence to your Routing trigger by leveraging AI-powered ticket priority and customer health signals to ensure that critical tickets are routed to the experts in your team.
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Managing Agent Availability and Skills


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You can add fine-grained agent details and routing controls and configuration options. These options can be directly imported from your ticketing systems, e.g., Zendesk, Salesforce, etc., or imported from a custom channel, such as Calendar apps, documentation pages, CSV files, etc. Alternatively, you can also manage all of this information in IrisAgent's admin portal. Below is a comprehensive list of agent details and routing controls.

Creating Routing Rules based on Agent details


You can set up routing triggers based on any or all parameters in the below Agent details:

  1. Time-off
  2. Work hours
  3. Time zone
  4. Skills or expertise: This can either be manually entered or imported, or automatically computed based on AI.
  5. Maximum workload limits
  6. Current workload: Number of open cases in real-time, computed automatically.

Creating Routing Rules based on different Routing algorithms


You can set up routing triggers based on any or all Routing algorithms:

  1. Round Robin: Routing among available agents based on a basic approach of choosing all agent equally in.
  2. Weighted by Workload and Limits: Routing among available agents based on workload of the agents while enforcing individual agent's workload limits.

Routing Conversations created from IrisAgent's Chatbot, IrisGPT


IrisGPT is an AI-powered chatbot that can be deployed on your website. IrisGPT can be configured to automatically create tickets in your ticketing system, such as Zendesk, Salesforce, etc. either when the user asks to speak to agent, or when the user asks a question that IrisGPT cannot answer, or based on any preconfigured triggers. You can set up routing triggers based on any or all parameters to route conversations to agents based on two approaches as below.

Routing Conversations based on Ticketing System's Routing Rules

IrisAgent can apply tags to tickets originating from a conversation in IrisGPT chatbot. You can set up routing triggers in your Ticketing System that can read those applied tags. These tags can be based on any or all parameters in the below Ticket details:

  1. Intent of the conversation
  2. User details
  3. Ticket tags
  4. Ticket priority
  5. Any custom attribute in the ticket derived from the ticketing system or customer's backend APIs

Routing Conversations using IrisAgent's Routing Rules

IrisAgent can route conversations using its inbuilt Routing Engine as described in the previous sections. You can set up routing triggers based a number of parameters e.g. agent availability, agent skills, agent workload, etc.

Any questions?

We got you.

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Automated ticket routing utilizes intelligent algorithms to analyze ticket content, customer profiles, and agent skills. By matching these factors, the system ensures that each ticket is directed to the most qualified agent for efficient resolution.
Automated ticket routing optimizes support operations by reducing manual workload, improving response times, and ensuring that customer queries are handled by agents with the relevant expertise. This leads to increased customer satisfaction.
Yes, the solution is designed to seamlessly integrate with various customer support systems and ticketing platforms, such as Zendesk, Salesforce, Intercom, Freshdesk, and many others. This allows businesses to enhance their support capabilities without disrupting established workflows.
The system is dynamic and can adapt to changes in agent availability or skills. It continuously reassesses ticket routing based on real-time data, ensuring that tickets are always directed to the most suitable agent.
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