{"id":19734,"date":"2019-09-05T00:00:00","date_gmt":"2019-09-05T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/issue-routing\/"},"modified":"2023-11-02T12:29:04","modified_gmt":"2023-11-02T19:29:04","slug":"issue-routing","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/issue-routing\/","title":{"rendered":"Issue Routing"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/issue-routing\/#Why_Does_Issue_Routing_Matter_to_Customer_Service\" title=\"Why Does Issue Routing Matter to Customer Service?\">Why Does Issue Routing Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/issue-routing\/#How_Helpshift_Supports_Issue_Routing\" title=\"How Helpshift Supports Issue Routing\">How Helpshift Supports Issue Routing<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/issue-routing\/#Additional_Information_About_Issue_Routing\" title=\"Additional Information About Issue Routing\">Additional Information About Issue Routing<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>In customer service, issues routing is the practice of determining which agent, organization, or channel a customer\u2019s query should be directed to.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-why-does-issue-routing-matter-to-customer-service\"><span class=\"ez-toc-section\" id=\"Why_Does_Issue_Routing_Matter_to_Customer_Service\"><\/span><strong>Why Does Issue Routing Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Issue routing is very familiar from traditional call center models. With IVR models in particular, customers are often asked to \u201cself-serve\u201d to the right option: \u201cPress 1 for sales, press 2 for technical support,\u201d etc.&nbsp;<\/p>\n\n\n\n<p>Another rudimentary form of issue routing is the conventional Contact Us page on a website, which assigns phone numbers and email addresses based on what overarching type of issue the customer has. <\/p>\n\n\n\n<p>But issue routing has the potential for much more sophistication. With the right customer service platform, you can enlist bots and even artificial intelligence (AI) to route issues from within a myriad of customer communication channels. Within messaging, for instance, AI can parse the customer\u2019s input to determine the best automated solution or human agent to direct the customer query to.<\/p>\n\n\n\n<p>Making issue routing intelligent, automatic, and invisible to the customer results in a greatly enhanced customer service experience. It takes the pressure off agents to conduct manual issue classification, and it also takes the pressure off the customer to know exactly which department they would like to speak with or extension they would like to choose.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Intelligent-Routing_AI-Automation-768x576-1.png\" alt=\"\" class=\"wp-image-6073\"\/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"h-how-helpshift-supports-issue-routing\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Issue_Routing\"><\/span><strong>How Helpshift Supports<\/strong> <strong>Issue Routing<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Helpshift\u2019s automated issue routing uses an AI classification engine to automatically label incoming customer issues with the help of machine learning. The AI model gets better and better at issue routing over time using a process called supervised learning aided with natural language processing (NLP) algorithms. The model is trained one time with sample issues from the existing ticketing system.<\/p>\n\n\n\n<p>Once tickets are classified with AI-powered issue routing, Helpshift automatically triages issues to specific agents and queues based on language, user type, customer status, and other criteria. You can further customize how tickets are segmented based on priority, or use skills-based routing to send particular issues to the right agents.<\/p>\n\n\n\n<p>At any point, you can view analytics on issue routing to determine the quality of the engine\u2019s performance and accuracy \u2014&nbsp;the number of issues that have been correctly classified.&nbsp;<\/p>\n\n\n\n<p>AI-enabled issue routing is designed to be deployed by non-engineers and is an integral part of our end-to-end service platform.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-additional-information-about-issue-routing\"><span class=\"ez-toc-section\" id=\"Additional_Information_About_Issue_Routing\"><\/span><strong>Additional Information About Issue Routing<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul>\n<li>Products: <a href=\"https:\/\/www.helpshift.com\/products\/customer-service-automation\/classification-routing\/\">Let AI Automate Your Skill Based Routing<\/a><\/li>\n\n\n\n<li>Blog post: <a href=\"https:\/\/www.helpshift.com\/blog\/the-new-imperative-of-ai-powered-issue-classification-why-we-created-helpshift-predict\/\">The New Imperative of AI-Powered Issue Classification: Why We Created Helpshift Predict<\/a><\/li>\n\n\n\n<li>Blog post: <a href=\"https:\/\/www.helpshift.com\/blog\/embracing-ai-for-issue-classification\/\">August Success Spotlight: Embracing AI for Issue Classification<\/a><\/li>\n\n\n\n<li>Glossary: <a href=\"https:\/\/www.helpshift.com\/glossary\/intelligent-routing\/\">Intelligent Routing<\/a><\/li>\n\n\n\n<li>Glossary:<a href=\"https:\/\/www.helpshift.com\/glossary\/issue-classification\/\"> Issue Classification<\/a><\/li>\n<\/ul>\n","protected":false},"author":8,"featured_media":19735,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_Intelligent-Routing_AI-Automation-768x576-1.png",768,576,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19734"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":2,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19734\/revisions"}],"predecessor-version":[{"id":28781,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19734\/revisions\/28781"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19735"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19734"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19734"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}