PROPOSED AI APPLICATION

Contact intent routing assistant

Requests are sent to wrong queues

BPO and contact centresHistorical data model pilotProposed solution scope

The problem and the proposed outcome

Application: BPO and contact centres — Contact intent routing assistant
Problem to solve: Requests are sent to wrong queues
Target buyer: BPO owners, delivery supervisors
Intended use: Employee / expert own workflow; internal business solution
Benefit to test: Test whether review or routing becomes more consistent without unacceptable class-specific errors.
Potential delivery: Internal application, reviewer dashboard, private assistant or authorized user portal; choose one surface after validating the workflow.

AI method: Text classification or supervised prediction
Method code: C
AI contribution: Infer a defined label or probability from authorized evidence using a language model or supervised model; show relevant evidence and permit correction.
Output artifact: Suggested labels or calibrated probabilities for human review.
Core modules: Authorized examples → label model → confidence / evidence → reviewer correction
Simple baseline: Keyword routing, manually defined categories and simple statistical models.
Why test AI: Could handle variable text or complex contextual relationships that static routing rules miss; verify errors by class.

Pilot track: Historical data model pilot
Required data: Consented transcripts; approved intent labels
Data readiness: A clear taxonomy or target, representative reviewer-labelled cases and lawful features are needed; sensitive decisions require specialist review.
First development step: Define labels and permitted features, annotate representative cases and compare rules with a held-out review set.
Initial MVP scope: One defined task, one permitted dataset and one reviewer workflow. Manual upload or authorized export first; no unattended external action. Validate the model before live integration.
Demo data: Synthetic or licensed public samples may illustrate the workflow. Real benefit and model performance need representative authorized held-out data.
Buyer validation question: Ask BPO owners, delivery supervisors: show a recent case where requests are sent to wrong queues, record the present effort or error, and confirm whether the required data can lawfully be used.

Primary success metric: Routing accuracy
Model evaluation: Measure precision and recall by class, macro metrics where suitable, and probability calibration when predicting likelihoods.
Metric target: Set after baseline measurement; no improvement or accuracy result asserted.

Specialist review: No special flag; domain review still applies
Human review boundary: Reviewer or user confirms labels, exceptions, links or shortlist relevance; no automatic adverse or consequential decision.
Domain review: Use lawful authorized evidence and permitted features; qualified staff review substantive decisions, explainability, fairness and applicable rules.
Related micro-ERP catalogue IDs: IWA-B-9AC489490785; IWA-B-BA29127D8401; IWA-B-19511E3297F8
Integration status: Potential segment link only; no product integration implemented.