Hello,
I am trying to figure out a way to route chat interactions based on the content of customer request.
When requesting to chat with us, customers can enter 2 inputs:
Name and
Request.
The goal is to route the chat interaction based on the content of the
Request.
For example, if the request contains the word "cancellation", the interaction would be routed to a selected pool of agents, or assigned to a defined call data action.
Is that something possible? If yes, how would I go about it?
#ArchitectureandDesign#Routing(ACD/IVR)------------------------------
Louis D.
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