Product
An operational routing layer for customer service that sits on top of your existing platform — Salesforce or CCaaS. Pairing, prioritization, active SLA management, automated traffic shaping, and dual-track AI operation: continuously adaptive, driven by business impact.
Where it sits
Demand signals flow in; governed execution flows out. ExpertLoop™ is the decisioning layer in between — real-time and bi-directional, with your platform executing every assignment.
These signals continuously update what each handoff is worth, how urgent it is, and what expertise it requires.
What ExpertLoop™ adds
Your AI agent decides when a human is needed. ExpertLoop™ governs what happens next — and records every decision with a full auditable trail.
Right order
A Business Impact Score ranks every handoff by business value across weighted dimensions — not static priority tiers. Weights adjust as conditions change.
Right expert
Matches on intent, skills, proficiency, and authorization — the authorized human expert most likely to resolve it, not just the next available one.
Right moment
Predicted wait updates while the customer waits. When sentiment, intent, or SLA pressure shifts, ExpertLoop™ reprioritizes automatically or offers alternatives.
How it works
Built on attribute-based routing foundations, extended with proprietary capabilities that drive customer affinity, business outcomes, and operational excellence.
Operations are organized around customer intent — the specific reason the customer needs help. Each intent carries the skills, proficiency levels, priority, and sentiment settings that drive pairing and prioritization end to end.
You define what is valuable; ExpertLoop™ prioritizes accordingly. Every handoff gets its own business impact score — a weighted combination of intent priority, customer sentiment, customer value from your CRM, and your own routing attributes — re-evaluated continuously, with every decision logged, explainable, and auditable.
Your SLA drives routing instead of just measuring it. ExpertLoop™ tracks every handoff’s progress toward its target and adjusts priority and pairing criteria to attain it — no dashboard firefighting.
During congestion, expert capacity is automatically preserved for the most important work. Lower-value handoffs are deferred with alternatives — callback, self-service, channel switch — and resume automatically when conditions improve.
When an AI agent needs a human, it triggers ExpertLoop™ and keeps serving the customer while the search runs in parallel. The AI agent can update routing criteria in real time as the conversation evolves.
An evolution of skills-based routing: each handoff is matched on intent, skills, proficiency, and authorization — the right authorized human expert, not a binary skill tag.
+60%
first-time resolution through intent-level pairing
−76%
supervisor intervention, while driving business impact
100%
configuration, not code — run by your own admins
In operation
Configured and steered by your own team — intents, business impact profiles, and live routing insight.
The flow
Your AI agent — or any self-service layer — identifies intent and sentiment; your CRM contributes customer value, churn risk, and history.
Every handoff is scored for business impact, ranked in one pool, and paired with the best available human expert — continuously re-evaluated while it waits.
The routing decision returns to your contact center platform, which assigns the work. Media, desktop, and reporting stay exactly where they are.
Install from the AppExchange and run it with configuration, not code — or talk to us about your routing operation.
