Skills-Based Routing

Improve Efficiency and Quality with Skills-Based Routing

InTheChat’s proprietary Natural Language Processing (NLP) categorizes incoming messages and sends them to the most qualified agent for engagement; this means that agents can quickly give expert responses and provide efficient, high-quality customer experiences.

digital customer service user flow

1) Customers contact a company through their channel of preference (SMS, messengers, live chat, social media, email), 2) their messages enter an NLP component that analyzes their messages and can 3) direct them to self-service via chatbot or 4) route them to the most qualified agent for engagement (a sales rep, service rep, or technical support), 5) after resolving the customer’s issue, the agent can push the case details to the company’s CRM

How does it work?


Customers contact a company through their preferred channel (text messaging, messengers, live chat, social media, email).  When your customer’s message enters the InTheChat portal, it passes through an NLP-based algorithm which categorizes the message, and then directs them to self-service via chatbot or routes them to the next available, most qualified agent for engagement (a sales rep, service rep, or technical support).  This agent can then begin a fluid, well-informed engagement with your customer.  After resolving the customer’s issue, the agent can push the case details to the company’s CRM.


InTheChat and your team determine how to best categorize your incoming messages. Messages can be separated into topic-specific streams (sales, service, technical support, etc.), into product-specific streams, and into region or language-based streams.

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