Product FAQs

What is AI Interaction Routing?

AI Interaction Routing is a solution within the NiCE CXone platform that intelligently matches every customer to the best resource, in the right moment, across every channel. It uses AI-driven insights and real-time context to route interactions based on intent, history, and agent expertise, ensuring faster resolutions and more personalized experiences.

Instead of relying on static rules or manual assignments, AI Interaction Routing adapts dynamically, helping businesses deliver the kind of frictionless service customers expect.

How does it work?

AI Interaction Routing analyzes every incoming interaction in real time, looking at factors such as customer intent, past behavior, sentiment, and service history. It then routes the interaction to the most qualified agent or automated resource, ensuring the best possible outcome.

Key capabilities include:

  • Intent-based routing, to connect customers with the right expertise instantly
  • Real-time prioritization, so urgent or high-value interactions get attention first
  • Skill and availability matching, aligning agents’ strengths with customer needs
  • Cross-channel continuity, preserving context as customers move between voice, chat, and digital channels

This intelligent approach ensures faster answers, smoother handoffs, and more meaningful connections.

What makes AI Interaction Routing different?

Traditional routing relies on static queues and rigid hierarchies. AI Interaction Routing adapts continuously, learning from every interaction to improve performance over time. It also integrates seamlessly with NiCE’s workforce, analytics, and AI tools, providing a connected experience that evolves as your contact center does.

This isn’t just smarter routing—it’s a new way to orchestrate service at scale.

How does it improve customer experience?

AI Interaction Routing reduces wait times, eliminates unnecessary transfers, and ensures customers speak to someone who can help them the first time. It makes every interaction feel effortless by:

  • Anticipating intent and needs before the customer explains them
  • Ensuring faster access to the right answers
  • Delivering consistent experiences across every touchpoint

Customers spend less time repeating themselves and more time getting what they need, which builds trust and satisfaction.

How does this create a NiCE world?

In a NiCE world, customers are never left guessing where to go or who to talk to. AI Interaction Routing makes every connection simple, seamless, and intelligent, creating experiences that feel natural for customers and empowering for agents.

Create a responsive world, where the right help finds every customer, every time.

See how it works in action

Want to see how AI Interaction Routing transforms customer connections?

Products FAQs