AI at Your Fingertips: Escalation Risk, Sentiment, and Insights Directly Inside Your CRM
Read More
Oct 29, 2025
Intelligent Case Routing: Balancing Skills, Signals, and Capacity for Better CX
Wednesday, November 19, 2025
11am PST • 2pm EST
Speed is good. Fit is better. When a case arrives, the fastest path to a quick, accurate resolution is getting it to the right digital or human agent the first time.
In this session, we’ll unpack how SupportLogic’s Intelligent Case Routing blends rules with agentic AI to evaluate real-time capacity, nuanced skills, time overlap, case complexity, SLAs, and live customer signals like sentiment, frustration, and escalation risk, just to name a few. We’ll show both auto-assignment and assisted/manual workflows, and cover how routing models learn and improve over time.
Fewer transfers and faster resolutions mean happier stakeholders—and cleaner, on-time renewals. Walk away with a practical blueprint to deploy routing that adapts, learns, and aligns to your business rules.
What You’ll Learn:
- How modern routing weighs real-time capacity, backlog, and availability to prevent burnout
- How nuanced skill matching and time-zone overlap improve first-touch resolution
- How customer signals (sentiment, value, SLA) shape priority and assignment
- How to set up virtual teams, shifts, virtual queues, and auto-assignment rules (incl. round-robin fallback)
- Playbooks for: strategic accounts across time zones, onboarding new agents, and high-volume legacy products
- How to validate with manual recommendation boards before turning on full automation
Director Product Marketing,
SupportLogic
SX focused companies use SupportLogic
About SupportLogic SX
The Continuous Support Experience Platform
- Seamlessly integrate with your existing ticketing system
- Read every ticket and automatically extract signals using AI/NLP
- Maintain context across conversational and ticket boundaries
- Predict outcome and provide proactive recommendations with intelligent workflows