Automate Customer Inquiry Routing
Stop manually sorting customer messages. AI agents classify, prioritise, and route every inquiry to the right team in seconds — across WhatsApp, email, and live chat.
Time savings
| Task | Manual | Automated |
|---|---|---|
| Classifying inquiry type and urgency | 3–5 minutes per inquiry | Under 5 seconds |
| Assigning inquiry to correct team or agent | 5–10 minutes | Instant |
| Sending acknowledgement to customer | 2–4 minutes | Instant |
| Escalating unresolved or high-priority cases | 10–20 minutes | Under 1 minute |
Process breakdown
-
Capture incoming inquiry
AutomatedThe AI agent receives inquiries from WhatsApp, email, web chat, or phone and normalises them into a single queue.
-
Classify intent and language
AutomatedNLP models detect the inquiry type (billing, technical, sales, complaint) and the customer's language (Arabic or English) to determine routing logic.
-
Check customer record
AutomatedThe agent queries the CRM to retrieve account tier, open tickets, and previous interactions to prioritise the inquiry.
-
Route to correct queue or agent
AutomatedBased on classification and priority, the inquiry is assigned to the appropriate team in Zendesk or HubSpot and the agent is notified via Slack.
-
Send customer acknowledgement
AutomatedAn automated message is sent to the customer confirming receipt, expected response time, and a reference number.
-
Agent reviews and responds
HumanThe assigned human agent reviews the routed inquiry, the AI-generated summary, and the suggested response before replying.
-
Escalate if SLA breached
AutomatedIf no response is logged within the SLA window, the agent automatically escalates to a supervisor and flags the ticket.
Intent Classification
AI reads each incoming message and identifies whether it is a billing query, complaint, sales lead, or support request without human intervention.
Arabic & English Routing
The agent detects the customer's language and routes Arabic-language inquiries to Arabic-speaking agents automatically.
Instant Acknowledgement
Customers receive an automated confirmation with a ticket number and estimated response time the moment their inquiry is received.
Priority Scoring
CRM data such as account tier and open issue history is used to score and prioritise inquiries before routing.
SLA Escalation
If a ticket is not actioned within the defined SLA window, the agent automatically escalates to a supervisor via Slack.
Audit Trail
Every routing decision, timestamp, and agent assignment is logged for compliance and quality assurance reviews.
FAQ
Which channels can the routing agent handle?
The agent supports WhatsApp Business API, email, web chat, and voice (via Twilio). All channels feed into a single unified queue.
Can it route inquiries in Arabic?
Yes. The agent uses Arabic NLP to detect language and route to Arabic-speaking agents or queues. Mixed-language messages are also handled.
What happens if the AI misclassifies an inquiry?
Agents can re-classify a ticket with one click. Misclassification data is fed back to improve the model over time. A human review step is built into the workflow.
Does this integrate with our existing helpdesk?
Yes. The routing agent integrates with Zendesk, HubSpot, Freshdesk, and other major helpdesk platforms used in the UAE market.
Route every customer inquiry to the right team — automatically
Set up AI-powered inquiry routing for your UAE business in days, not months. Contact assistants.ae to get started.