How to automate call routing with AI

“I want to dispute a parking fine” "Can I reroute my order?" "How does business membership work?"

Routing customer service calls with structured prompts like ‘Dial 1 for X, Dial 2 for Y’ is frustrating when none of the options match the caller’s query, they don’t understand them, or end up in the wrong place anyway. Automate your call routing and people can simply say what they need and an AI assistant will figure out where they need to go ― in an instant.

Apps that support this enquiry

Why automating call routing is good for business

Why automating call routing is good for business

An AI assistant helps you save money, time, speed up, be more efficient, increase engagement, improve accuracy, offer 24-hour service, personalise, increase loyalty, ultimately improve customer experience so you can automate call routing instantly.

Questions from your customers

Easily set up your AI assistant to respond to routine enquiries about call routing instantly at any time of the day or night, on any channel and in any language.

“I want to dispute a parking fine” "Can I reroute my order?" "How does business membership work?"

Providing AI powered customer assistants to over 12,000 global businesses

EBI technology partners

Choose your template to automate call routing

AI Studio is connected to these apps and platforms (and we’re adding more all the time), so find your go-to system and use an AI assistant to automate call routing.


Automate call routing with Make

Link up your AI assistant with Make in minutes.
Make is brilliant for visual automation.


Automate call routing with Zapier

Link up your AI assistant with Zapier in minutes.
Zapier is brilliant for automating workflows.


Automate call routing with HubSpot

Link up your AI assistant with HubSpot in minutes.
HubSpot is brilliant for inbound marketing.


Automate call routing with Freshdesk

Link up your AI assistant with Freshdesk in minutes.
Freshdesk is brilliant for customer support.


Automate call routing with Zendesk

Link up your AI assistant with Zendesk in minutes.
Zendesk is brilliant for helpdesk support.


Automate call routing with Jira

Link up your AI assistant with Jira in minutes.
Jira is brilliant for project management.


Automate call routing with Trello

Link up your AI assistant with Trello in minutes.
Trello is brilliant for organising tasks.


Automate call routing with Email

Link up your AI assistant with Email in minutes.
Email is brilliant for direct communication.

Your 3 steps to automation

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Select the template for the business app you normally use to automate call routing and click through

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Log in to your AI Studio account or, if you don’t have one, sign up to launch an AI assistant in less than 10 minutes

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You’ll then be taken straight through to the template to link up your AI assistant with your chosen app to start automating call routing

“The AI assistant is transforming the way our customers access information. We believe we can enjoy better customer relationships by allowing customers to contact us via the channel of their choice. Our next focus is to allow our customers to complete end-to-end journeys via the AI assistant.”

Photo of Dwain Nicely

Dwain Nicely


Frequently asked questions

How do I launch an AI assistant so I can use this feature?

It takes less than 10 minutes to create an AI assistant using AI Studio and you don’t need any technical skill to do it. You can launch an AI assistant using only your website URL.

See also: How to use AI Studio

Where do I find the template to automate call routing?

Click on the link to automate call routing and you’ll land on the Flows page of AI Studio (a ‘flow’ is a question and answer set that lays out the flow of the conversation between your visitor and your AI assistant). In this case, the flow for automating returns will be open and ready for you to approve. You can edit, add or delete flows at any time.

Related templates to try:

Automate refunds and returns
Automate cancellations
Automate membership enquiries
Automate customer feedback

Why do companies automate call routing?

Organisations automate call routing to make sure a customer reaches the right department straight away by being able to just ask for what they want, rather than choose from a list of structured prompts, like ‘Dial 1 for X, Dial 2 for Y’, which can cause frustration when there’s no option to match their query, the options don’t make sense, the options simply lead to more options, or they still end up with the wrong department. Automating call routing helps you solve customer queries quickly, improving your deflection rate and first contact resolution.

How does automating call routing benefit my customers?

When call routing is automed, your response time is instant and customers are reliably routed to the right department immediately, letting people know you’re serious about providing them with a high quality service. This can significantly help improve customer satisfaction and increase loyalty, but at the same time, reduce your customer support costs, so you can spend more on making improvements to your membership overall.

More on these goals and metrics:

How do you calculate your Net Promoter Score (NPS)?
What is customer effort score (CES)?
What is First Contact Resolution (FCR) and how do you calculate it?
What is First Response Time (FRT)?