Solutions · Inbound
Call routing and warm transfer with context
Fluents contains what it can and warm-transfers the rest so your team starts mid-conversation, with the caller's intent already captured.
The problem
IVRs dump callers into the wrong queue. Pure automation dead-ends. Pure human staffing can't cover peaks. Either way, the brand pays.
The Fluents motion
High containment with warm transfer when policy or complexity says stop. Handoff is a first-class part of the workflow.
How teams use routing
Front-door triage
Replace brittle IVR trees with a conversation that routes to sales, support, billing, or self-serve completion.
Contain-then-escalate
Attempt WISMO, booking, or FAQ resolution first. Transfer only when the job exceeds automation.
Always-available overflow
When queues spike, AI absorbs volume and hands off with a clean summary when a human frees up.
Capabilities
- Smart triage: Understand intent and urgency. Resolve inline or route to the right queue.
- Context-rich transfer: Humans receive what the caller already said. No restart from zero.
- Policy-aware escalation: Escalate immediately when sentiment, risk, or business rules demand a person.
- Warm transfer: Keep the caller on the line and conference your team in with full context.