Smart routing
Using AI to route data, tasks, or messages to the most appropriate destination. Example: Claude AI reads an incoming support email, classifies it as a "billing dispute", and routes it to the finance team bypassing the general support queue.
Expert insight
AI-assisted routing (using an LLM to decide which team or workflow path a request should go to) needs a fallback for when the model's confidence is low, routing every ambiguous case to a default reviewer queue rather than forcing the AI to make a low-confidence guess prevents a subtle but steady stream of misrouted, mishandled requests.
In a real workflow
A lead is routed using industry, size, language and rep availability.
Common mistakes
- Rules too complex to explain.
- No feedback on routing quality.
Complexity level
Requires some familiarity with automation concepts.
Related terms
See it in action
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