AI-Powered Case Routing for Better Support: How SupportLogic Predicts the Best Agent for Every Case

AI-Powered Case Assignment: Smarter, Faster Support with SupportLogic Routing Agent

Case routing isn’t just about queues and rules — it’s about delivering efficient, personalized support at scale. In this in-depth product session, Krithika Manohar, Product Leader at SupportLogic, reveals how our AI-powered Routing Agent transforms case assignment with precision, transparency, and control.

🔍 Discover how SupportLogic enables intelligent case routing with:
🔁 Multimodal matching across 5 key signals: skills, bandwidth, customer history, time overlap, and assignment penalties
🧠 AI-driven skills extraction using historical data and ontology-based manual updates
🛡️ Agent bandwidth control to prevent burnout with smart limits and backlog sensitivity
🧭 Customer context awareness powered by sentiment, effort, escalation risk, and more
⚙️ Flexible modes: Manual or automated routing using the same powerful AI logic
🌐 Virtual queues and teams based on geography, product, entitlement, or strategic priority
🕒 Shift-aware assignment ensures global coverage with local availability
📊 Full transparency with model scores and audit trails explaining every recommendation

🚀 Live product demo includes:
Routing setup & CRM integration
Real-time bandwidth calculations
Case re-routing and reassignment
Manual override & hybrid workflows

🎯 Proven Results:
Customers like Coveo have achieved:
53% reduction in MTTR
56% fewer escalations
31% increase in same-day resolution

👉 If you're in SupportOps, Customer Experience, or Support Leadership, this session is a must-watch to scale support operations without sacrificing quality.

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