Business impact as a first-class input
Every handoff gets an individual score — intent priority, sentiment, customer value, custom attributes — not a static priority tier. Routing acts on what matters to your business.
Routing engine
A next-generation routing engine for the AI era
Your platform already handles voice, messaging, desktop, and reporting well. ExpertLoop™ upgrades the one decision that determines everything downstream: who handles each handoff, and when.
The model
Your infrastructure stays. The routing brain gets an upgrade.
ExpertLoop™ is an external routing engine: your platform sends the handoff with its context, ExpertLoop™ returns routing decisions, your platform executes the assignment. Non-intrusive — no changes to media, agent desktop, or workflows.
Salesforce Service Cloud
Via External Routing for Omni-Channel — built on the skills foundation you already run.
CCaaS platforms
Direct API integration for platforms like 8x8, Genesys, Five9, or NICE.
Your AI agents
Intent and sentiment from your AI agents — and any self-service layer — feed every decision.
Beyond skills-based routing
The precision of skills-based routing, the convenience of a single operation
Skills-based routing answers who could handle a handoff. It stops before the questions that decide outcomes: which handoff matters most right now, what happens as conditions change, and how capacity is protected under load. ExpertLoop™ adds that operational layer.
SLA as an active objective
Your SLA should drive routing, not just measure it. ExpertLoop™ tracks progress toward every target and adjusts priority and pairing to attain it — automatically.
Continuous reprioritization
Handoffs are evolving objects. Sentiment shifts, new context, and growing wait time update the decision — no more pairing on a stale snapshot.
Bullseye routing with skill relaxation
When no expert matches every requested skill, droppable skills are progressively relaxed to widen the pool — balancing wait time and match quality instead of waiting for a perfect match that never comes.
Automated traffic shaping
During congestion, capacity is preserved for high-value work while lower-value handoffs are deferred to callback or self-service — and resumed automatically.
Operational observability
Rank, business impact, SLA trajectory, and pairing effectiveness are visible across the operation — the feedback loop traditional routing never had.
Why now
The AI era raises the stakes of every routing decision
As AI agents absorb routine work, the handoffs that reach your people are the complex, high-stakes ones. Getting each of them to the right expert — first time, in time — is what a routing engine must now be built for.
ExpertLoop™ was designed for exactly this operating point: precision pairing when expertise is the constraining resource, and infrastructure for AI agents that need governed access to humans.See the AI agent side →
Bring next-generation routing to your platform
On Salesforce, install from the AppExchange. On CCaaS platforms, talk to us about the integration.