Intelligent Routing is Dixa's rule-based system for automatically distributing customer conversations to the right agent, based on rules like skill, language, workload, VIP status, or priority.
Without routing rules, conversations usually sit in a shared inbox where agents pick whatever looks easiest. Simple tickets get grabbed first, and harder ones, or your highest-value customers, wait longer than they should. Managers also lose time every morning manually sorting and assigning tickets by hand.
Teams typically track routing effectiveness through queue wait times, workload balance across agents, and how often conversations get reassigned before resolution. Dixa customers moving off manual, inbox-based systems have seen roughly a 20% efficiency gain from routing alone, before any AI is added on top.
Intelligent Routing is part of Dixa's Conversation Engine, the visual, no-code workflow builder that also handles automation, tagging, and escalations.Intelligent Routing itself is rule-based, not AI-based. Dixa's AI-based routing, which uses intent and sentiment detection, is a separate product called AI Intent Detection.