(3/3) Automatically Route Every Conversation to the Right Place with AI

Hosted By

Head of Sales & Partnerships at Crisp

This webinar presents a five-step framework for routing every customer conversation to the right destination.

Topic Detection helps teams map real customer intents before creating routing rules.

Hugo AI Agent can resolve routine questions, while workflows handle requests that require structured information or actions.

Sensitive, high-value, or complex conversations should move to the appropriate human specialist through clear escalation rules and sub-inboxes.

The IPLN case study shows how a lean retail team combines specialist routing, workflows, and live ecommerce data.

Connecting Hugo through MCP also enables immediate answers about products, orders, and delivery without manual lookup.

Use real conversation topics to design routing rules.
Let Hugo resolve requests that knowledge and instructions can answer safely.
Use workflows when a request requires structured data collection or actions.
Escalate conversations where empathy, judgment, or specialist expertise matters.
Connect live business data through integrations or MCP when static knowledge is insufficient.
Review topic analytics continuously and improve the system from real outcomes.