Your Conversational AI Glossary

Call Routing

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SYNTHEIA AI Glossary of Conversational AI Terms - Call Routing

What is Call Routing?

Call routing is the process of directing incoming phone calls to the appropriate destination—such as a department, team member, or voicemail—based on predefined rules. It’s commonly used in customer service, sales, and support environments to reduce wait times and improve caller experience.

How Does Call Routing Work?

Modern call routing systems use rules, conditions, or AI to determine where a call should go. Rules might include time of day, caller location, or spoken keywords. In AI-driven systems, like Syntheia, call routing can be dynamic—understanding intent and routing based on natural language inputs.

Benefits Of Call Routing

  • Faster response times by getting callers to the right person quickly

  • Improved customer satisfaction by reducing transfers and hold times

  • 24/7 availability with automated or AI-based routing

  • Scalability as your team grows or adds new locations

Examples of AI Call Routing

Syntheia’s AI receptionist routes calls intelligently based on what the caller says—no button-pressing needed. Whether you run a single office or multiple franchise locations, our system ensures every caller reaches the right destination instantly, every time.

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