ZBrain
Log in
Book a demo
Agents Inquiry Routing Agent

Inquiry Routing Agent

Routes customer inquiries to the right team, enhancing support via real-time content analysis and seamless system integration.

About the Agent

The Inquiry Routing Agent uses generative AI to automatically categorize and route customer inquiries, freeing support teams to focus on efficient issue resolution. By accurately interpreting the intent and urgency of each inquiry, the agent ensures that requests reach the most appropriate department or individual, optimizing resource allocation and reducing response times. This streamlined workflow minimizes delays, prevents backlogs, and improves the overall customer experience. A human-in-the-loop feedback mechanism continuously refines the agent's performance and adaptability. This continuous learning ensures the agent remains effective in delivering high-quality customer support and adapts to evolving customer needs.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Inquiry Routing Agent:

Inquiry IDCustomer NameEmailSubjectDescriptionCategory
INQ-20000John Smithjohn.smith.@yahoo.comBilling IssueI was overcharged this month.Billing
INQ-20001Emma Brownemma.brown.@gmail.comRefund RequestMy internet is not working properly.Technical Support
INQ-20002Liam Johnsonliam.johnson.@gmail.comOvercharge IssueCan you provide more details on the premium package?Sales
INQ-20003Olivia Wilsonolivia.wilson.@outlook.comAccount SetupWhat are your business hours?General Inquiry
INQ-20004Noah Taylornoah.taylor.@yahoo.comRefund RequestI would like a refund for my last order.Billing
INQ-20005Sophia Martinezsophia.martinez.@outlook.comAccount SetupI need assistance setting up my new account.Account Assistance
INQ-20006James Walkerjames.walker.@gmail.comBilling IssueCan you explain the features of the Pro plan?Sales Inquiry
INQ-20007Mia Whitemia.white.@gmail.comOrder StatusI am unable to reset my password. Please help.Technical Support
INQ-20008Alexander Wrightalexander.wright.@outlook.comOrder StatusI was billed twice for the same month. Need assistance.Billing
INQ-20009Evelyn Greenevelyn.green.@gmail.comService UpgradeI would like to deactivate my account permanently.Account Management
Agent NameDepartmentAvailability HoursPosition
Fiona ThompsonCustomer Service8:00 - 15:00Specialist
Catherine HughesTech Support9:00 - 17:00Team Lead
Alice CooperTech Support12:00 - 15:00Specialist
Ian ScottSales8:00 - 16:00Junior Agent
Catherine HughesSales9:00 - 14:00Junior Agent
Fiona ThompsonSales11:00 - 14:00Specialist
Helen BakerTechnical Assistance12:00 - 15:00Junior Agent
Eric JohnsonAccount Management8:00 - 17:00Senior Agent
Catherine HughesBilling Team11:00 - 18:00Senior Agent

Deliverable Example

Sample output delivered by the Inquiry Routing Agent:

Inquiry IDCustomer NameAssigned DepartmentAssigned AgentStatus
RQ-10000John SmithCustomer ServiceFiona ThompsonEscalated
RQ-10001Emma BrownTech SupportCatherine HughesEscalated
RQ-10002Liam JohnsonTech SupportAlice CooperPending
RQ-10003Olivia WilsonSalesIan ScottRouted
RQ-10004Noah TaylorSalesCatherine HughesPending
RQ-10005Sophia MartinezSalesFiona ThompsonEscalated
RQ-10006James WalkerSalesFiona ThompsonRouted
RQ-10007Mia WhiteTechnical AssistanceHelen BakerPending
RQ-10008Alexander WrightAccount ManagementEric JohnsonResolved
RQ-10009Evelyn GreenBilling TeamCatherine HughesRouted