Discover how AI Call Routing directs calls in real time based on intent, priority, and customer data that improves speed, personalization, and resolution rates.
AI Call Routing is the use of artificial intelligence to automatically direct incoming calls to the right destination—whether it’s another AI agent, a human rep, or a specific department.
But unlike traditional call routing systems that follow static rules (like “press 1 for support”), AI-driven routing is contextual. It evaluates things like call intent, caller history, time of day, sentiment, and even CRM data—in real time—to decide where the call should go.
For modern businesses, every call matters, with every second spent in the wrong queue meaning lost time and lost revenue.
With AI call routing, you can:
Match callers to the best agent instantly, even if that agent is an AI
Reduce time to resolution by eliminating manual transfers
Handle spikes in call volume without overwhelming your human team
Be available 24/7 with after-hours call routing
B2B teams using AI call routing also benefit from more intelligent workflows. You can auto-prioritize VIP accounts, route repeat customers to the same voice agent, or instantly hand off sensitive calls to compliance-trained humans.
Cutting edge platforms like Retell AI take AI call routing to the next level with features like warm transfer, allowing AI phone agents to understand caller needs, and warm transfer them to live agents when the situation demands it.
Let’s say a high-value customer calls your support line. The AI agent recognizes their phone number, sees a recent unresolved issue in your CRM, detects urgency in their voice, and routes them directly to a senior support specialist—without a single button press.
What it enables:
Smarter IVR experiences (or none at all)
Personalized routing at scale
Lower churn from frustrated callers
Explore our article on how AI call routing works for dive deep dive into the specifics of this pivotal technology.
Call Flow
Intent Recognition
Conversational AI
Webhook Integration
Revolutionize your call operation with Retell.
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