Hive AI
Email Routing Agent
Email routing is basic and lacks smart distribution. Agents should be able to forward emails based on availability, expertise, or case history. Notifications for updates or urgent requests are also needed. Ideally, emails should be assessed instantly and cases created when necessary.Business challenge:
Too much unnecessary reading—emails often turn out to be irrelevant and should go to a colleague instead. Important messages don’t get the right priority, frustrating customers. Internal emails also clutter the flow and need to be filtered out.
Core Features:
The e-mail routing agents offers essential features to automate and optimize the workload process for sales teams:
1.Analyze incoming messages - to determine the topic
2.Analyze best possible service rep - based on history, skill set, availability
3.Informs service rep about changes - so they know when action in required
4.Reviews message - and create case automatically if necessary
Key benefits
- Less time spent on unnecessary reading and assessment.
- Workload manager can be reassigned to more valuable tasks.
- Cases handled sooner by the right person with the right expertise.
- Faster, more accurate responses.
- Less time and frustration spent on irrelevant work.
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