AI Call Routing ThatUnderstands Intent
Replace outdated IVR menus with generative AI that has natural conversations with callers, understands their needs through dialogue, and intelligently routes to the right person or department. Powered by Orchestra V3 and agentic AI. 80% faster routing, 60% better first-call resolution.
Bad Call Routing Loses You 40% of Callers
72% of customers hang up if they can't reach the right person quickly. Poor call routing directly impacts your bottom line.
Callers Hate Rigid IVR Menus
Press 1 for sales, press 2 for support... Customers abandon calls or press random buttons just to reach a human. Keyword-based systems can't understand natural requests. Your IVR creates a terrible experience.
Wrong Department = Wasted Time
Callers get routed incorrectly, then transferred multiple times. Each transfer increases hold time and frustration. Poor routing kills customer satisfaction.
Can't Route Based on Skills
Your team has specialists—billing experts, technical support, sales reps. But calls go to whoever picks up first, not the person best equipped to help.
No Intelligent Distribution
Some customer service reps are swamped while others sit idle. Without smart call distribution, you can't balance workload or optimize team efficiency.
After-Hours Calls Go Nowhere
Callers outside business hours get a voicemail or disconnected. You're missing opportunities because your routing doesn't adapt to team availability.
Complex Routing Logic is Hard to Manage
Building routing rules with traditional phone systems requires IT support and takes weeks. You need something flexible that you can update yourself.
What if AI could understand caller intent and route perfectly every time?
See how intelligent call routing worksIntelligent Call Routing Without Button-Press Menus
Powered by Orchestra V3 and agentic AI, our system has natural conversations with callers to understand their needs. No keyword matching—true conversational intelligence that determines the best routing path. Build your own routing logic with self-serve, or we build it for you with managed services.
Conversational AI
Natural dialogue to understand needs—not keyword matching or button presses
Skills-Based
Route to customer service reps with specific expertise or language skills
Department
Automatically route to sales, support, billing, or custom teams
Time-Based
Different routing during business hours, after hours, weekends
Smart Call Distribution Methods
Two Ways to Deploy Call Routing
DIY with self-serve: Build your own routing logic using our visual builder. Done-for-you with managed: We analyze your team and build routing rules for you.
Self-Serve Platform
Build & deploy yourself
Use our visual no-code builder to create call routing flows. You implement your own routing logic with drag-and-drop simplicity.
Managed Solution
We build routing for you
Our team analyzes your organization and builds your entire call routing system for you. Completely hands-off from design to deployment.
Generative AI Routing Capabilities
Powered by Orchestra V3 and agentic AI. True conversational understanding, not keyword matching. Intelligent routing across your entire organization.
Conversational Understanding
Generative AI has natural conversations with callers to understand their needs. Powered by Orchestra V3, not keyword matching.
Skills-Based Routing
Match callers with customer service reps who have the right expertise, language skills, or product knowledge to help them.
Department Routing
Automatically route to sales, support, billing, or custom departments based on caller request and intent.
Real-Time Availability
Routes based on which customer service reps are available now. No transfers to reps who are busy or offline.
Fallback & Overflow
Multi-level fallback routing ensures calls never go unanswered. Overflow to voicemail, callback, or alternate teams.
VIP Detection
Identify high-value callers by phone number or account and route them to priority queues or senior customer service reps.
Time-Based Rules
Different routing during business hours, after hours, weekends, and holidays. Fully customizable schedules.
Multi-Location Routing
Route calls to different offices, locations, or regions based on caller location or area code.
Agentic AI Decision Making
AI autonomously plans multi-step routing decisions, handles edge cases, and adapts to complex scenarios in real-time.
Context-Aware Routing
AI remembers caller history, previous conversations, and account details to make smarter routing decisions.
Deploy Smart Routing in 20 Minutes
Self-serve: Build routing flows yourself with visual tools. Managed: We build everything for you after analyzing your team.
Map Your Team & Departments
10 minutesSelf-serve: You define teams, skills, and availability using our visual builder. Managed: We interview you to map your organization structure.
Build Routing Logic
10 minutesSelf-serve: Create routing flows by instructing in plain english. Set intent triggers, fallbacks, and distribution rules. Managed: We build custom routing logic for you.
Deploy & Monitor
InstantConnect your phone number and go live. AI routes calls intelligently while you monitor performance and refine rules over time.
Call Routing ROI: 80% Faster, 60% Better
Intelligent call routing reduces wait times, improves first-call resolution, and increases customer satisfaction.
Traditional IVR vs. Conversational AI Routing
Customer Success Stories
Customer Results"echowin has proven to be an indispensable asset to my program, significantly reducing stress and effectively addressing a critical area of necessity. In the last month, appointment scheduling has increased by 100%, saved me 200 minutes of talk time, and efficiently managed 430 customer service inquiries. Given the responsibilities of my already resource-strained program, including scheduling, marketing, billing, and more, echowin has been a game-changer, alleviating a significant burden from my workload."
Frequently Asked Questions
Everything you need to know about intelligent call routing. Still have questions?
What is intelligent call routing?
Should I build routing myself or use managed services?
How does AI understand caller intent?
What routing methods are supported?
Can I route to external phone numbers?
Does it work with my existing phone system?
How much does it cost?
What happens if the routing fails?
Can I route based on time of day?
How do I update routing rules?
Replace IVR with Conversational AI in 20 Minutes
Stop frustrating callers with button menus and keyword matching. Deploy generative AI routing that has natural conversations and understands true intent. Free forever—no credit card required.
Join 800+ businesses using echowin intelligent call routing.