Chapter 10: Advanced AI Integration & Implementation -- 10.10 Intent-Based Routing Architecture¶
10.10 Intent-Based Routing Architecture¶
10.10.1 Flow Modifications Overview¶
When AI is added in Phase 2B, the baseline IVR flows from Phase 2A must be modified to integrate Virtual Agent capabilities. This section documents the critical changes required.
Flow Modification Summary¶
| Flow Name | Modification Type | Key Changes |
|---|---|---|
| India_MainMenu_Flow_v1 | MAJOR | Add VA V2 node, intent routing, sentiment routing |
| EMEA_MainMenu_Flow_v1 | MAJOR | Add Webex AI Agent, DTMF fallback |
| Americas_MainMenu_Flow_v1 | MAJOR | Add Webex AI Agent, DTMF fallback |
| Digital_Chat_Flow_v1 | MAJOR | Add Dialogflow CX, rich responses |
| Support_QueueTreatment_v1 | MINOR | Add VA self-service offer during hold |
| NEW: VA_Containment_Flow_v1 | CREATE | End-to-end self-service |
| NEW: AI_Escalation_Subflow_v1 | CREATE | Context handoff to agents |
10.10.2 India Main Menu Flow - Before & After¶
BEFORE: Phase 2A Baseline (DTMF Only)¶
+-----------------------------------------------------------------------------+
| INDIA_MAINMENU_FLOW_V1 - PHASE 2A BASELINE |
+-----------------------------------------------------------------------------+
| |
| [START] -> [Welcome Message] -> [Language Select DTMF] -> [Main Menu DTMF] |
| | | |
| [1=English] [1=Sales] |
| [2=Hindi] [2=Support] |
| [3=Billing] |
| [4=TechSup] |
| [0=Agent] |
| | |
| v |
| [Queue Selection] |
| |
| CHARACTERISTICS: |
| * 100% DTMF navigation |
| * No natural language understanding |
| * All calls route to agents |
| * Containment: ~12% |
| |
+-----------------------------------------------------------------------------+
AFTER: Phase 2B AI-Enhanced¶
+-----------------------------------------------------------------------------+
| INDIA_MAINMENU_FLOW_V1 - PHASE 2B AI-ENHANCED |
+-----------------------------------------------------------------------------+
| |
| [START] |
| | |
| v |
| [Set Variables: AI_Context, session_id, customer_ani] |
| | |
| v |
| [Play Short Welcome: "Welcome to Abhavtech"] |
| | |
| v |
| +=======================================================================+ |
| | * NEW: VIRTUAL AGENT V2 NODE | |
| | Config: Abhi_Advanced_VA (Dialogflow CX) | |
| | Languages: en-IN, hi-IN (auto-detect) | |
| | Max Turns: 10 | |
| | DTMF: Enabled | |
| +============================+==========================================+ |
| | |
| +-------------------+-------------------+ |
| | | | |
| v v v |
| [HANDLED] [ESCALATED] [ERROR] |
| | | | |
| v v v |
| [Survey] +=======================+ [DTMF Fallback] |
| | | * NEW: ROUTING LOGIC | | |
| v | | | |
| [END] | IF Sentiment < -0.5 | | |
| (Contained) | -> Priority Queue | | |
| | ELSE IF billing intent| | |
| | -> Billing Queue | | |
| | ELSE IF tech intent | | |
| | -> TechSupport Queue | | |
| | ELSE | | |
| | -> VA_Escalation_Que | | |
| +===========+===========+ | |
| | | |
| v v |
| [QUEUE with [DTMF Menu] |
| Context Vars] 1=Sales |
| * VA_Intent 2=Support |
| * VA_Sentiment 0=Agent |
| * VA_Transcript | |
| * VA_Entities v |
| [QUEUE] |
| |
| KEY CHANGES: |
| * VA V2 node replaces language selection + main DTMF menu |
| * Intent-based routing for escalated calls |
| * Sentiment-aware priority routing |
| * Context variables passed to agents |
| * DTMF menu is FALLBACK only (on VA error) |
| * Survey for contained interactions |
| |
| EXPECTED OUTCOMES: |
| * Containment: 12% -> 35% |
| * AHT: 7.5 min -> 5.5 min |
| * FCR: 68% -> 82% |
| |
+-----------------------------------------------------------------------------+
10.10.3 Intent-to-Queue Mapping¶
| VA Last Intent | Target Queue | Skill Required | SL |
|---|---|---|---|
| order.status | VA_Escalation_Queue | AI_Escalation_Handler | 20s |
| order.track | VA_Escalation_Queue | AI_Escalation_Handler | 20s |
| product.inquiry | Sales_India_Queue | Sales | 30s |
| product.pricing | Sales_India_Queue | Sales | 30s |
| support.troubleshoot | TechSupport_Queue | TechnicalSupport | 45s |
| billing.inquiry | Billing_Queue | Billing | 60s |
| agent.handoff | VA_Escalation_Queue | AI_Escalation_Handler | 20s |
| Sentiment < -0.5 | Sentiment_Priority_Queue | Sentiment_Recovery | 15s |
| Default/Error | Support_India_Queue | Support | 45s |
10.10.4 Context Variables for Agent Screen Pop¶
When calls escalate from VA, these variables pass to agents:
| CAD Variable | Source | Purpose |
|---|---|---|
| VA_Intent | VirtualAgent.LastIntent | What customer asked about |
| VA_Confidence | VirtualAgent.IntentConfidence | How certain VA was |
| VA_Sentiment | VirtualAgent.Sentiment | Customer mood (positive/neutral/negative) |
| VA_Sentiment_Score | VirtualAgent.SentimentScore | Numeric score (-1.0 to +1.0) |
| VA_Escalation_Reason | VirtualAgent.ExitReason | Why VA ended |
| VA_Transcript_URL | VirtualAgent.TranscriptURL | Full conversation link |
| VA_Collected_Data | VirtualAgent.CustomPayload | Entities collected (JSON) |
Predictive Routing requires 6+ months of historical data. Phase 2B focuses on data collection:
| Data Point | Source | Used For |
|---|---|---|
| Call outcomes | Wrap-up codes | Success prediction |
| Handle time per agent | Agent statistics | Efficiency matching |
| FCR by agent/queue | Survey + callbacks | Quality prediction |
| Customer intent | VA LastIntent | Skill matching |
| Sentiment trends | VA Sentiment | Priority routing |
| CSAT scores | Post-call survey | Outcome prediction |
Phase 3 (Month 7+): Enable WxCC Predictive Routing once sufficient data collected.
Sentiment Routing Thresholds¶
| Score Range | Classification | Routing Action |
|---|---|---|
| -1.0 to -0.5 | Very Negative | -> Sentiment_Priority_Queue (15s SL) |
| -0.5 to -0.2 | Negative | -> Standard queue + Priority flag |
| -0.2 to +0.2 | Neutral | -> Standard intent-based routing |
| +0.2 to +1.0 | Positive | -> Standard intent-based routing |
Sentiment_Priority_Queue Configuration: - Service Level: 15 seconds (aggressive) - Skills: Sentiment_Recovery (Boolean) - Agents: 15 (specially trained in de-escalation) - Priority: Highest
End of Part D: AI-Based Routing & Intelligence