AI Driven Customer Inquiry Triage and Routing Workflow Guide

Customer Inquiry Triage and Routing

1. Inquiry Reception

1.1 Channels of Inquiry

• Email
• Live Chat
• Social Media
• Phone Calls

1.2 AI Implementation

Utilize AI-driven chatbots such as Zendesk Chat and Intercom to automatically capture and categorize customer inquiries upon reception.

2. Initial Inquiry Classification

2.1 Categorization Criteria

• Product Information
• Order Status
• Technical Support
• Returns and Refunds

2.2 AI Tools for Classification

Implement Natural Language Processing (NLP) tools like Google Cloud Natural Language or IBM Watson to analyze the content of inquiries and classify them accordingly.

3. Triage Process

3.1 Priority Assessment

Assign priority levels based on the urgency and complexity of the inquiry, utilizing AI algorithms to evaluate sentiment and urgency from the inquiry text.

3.2 Routing Mechanism

Use AI-driven routing systems such as Freshdesk or ServiceNow to direct inquiries to the appropriate department or agent based on classification and priority.

4. Response Generation

4.1 Automated Responses

Leverage AI tools such as Phrasee or Drift to generate automated responses for common inquiries, reducing response time significantly.

4.2 Escalation Protocols

Define clear escalation paths for inquiries that require human intervention, ensuring that AI systems can seamlessly transfer cases to human agents when necessary.

5. Follow-Up and Feedback

5.1 Customer Feedback Collection

Implement AI-driven survey tools like SurveyMonkey or Qualtrics to gather customer feedback post-interaction, allowing for continuous improvement of the triage process.

5.2 Performance Analytics

Utilize analytics tools such as Tableau or Power BI to assess the efficiency of the inquiry triage process, measuring response times, customer satisfaction, and resolution rates.