Route right First time
Intelligent call routing that understands intent, context, and urgency. Route callers to the right resource the first time, human or AI, with full conversation context preserved.
Bad routing wastes everyone's time
Press 1 for sales. Press 2 for support. Press 3 to be transferred four times before reaching someone who can actually help.
Traditional IVR routing is based on menu selections, not understanding. The result: frustrated callers, wasted agent time, and abandoned calls.
And before the real conversation even begins, your human agents are burning minutes on standard identity verification. Asking the same security questions, waiting for customers to fumble through account numbers, repeating the process after every transfer. It is dead time that drains patience on both sides of the call and delays any customer engagement or actual resolution.
Understand first, route second
Natural Language Intake
Callers describe their need in their own words. No menu trees. The AI identifies intent, extracts key details, and classifies the request within the first few seconds of conversation.
Context Enrichment
Caller identity is matched against CRM records. Previous interactions, account status, open tickets, and customer tier are pulled in real time to inform routing decisions.
Smart Routing Decision
The routing engine evaluates intent, urgency, caller history, agent availability, skill matching, and current queue depths to determine the optimal destination: AI resolution or human handoff.
Contextual Handoff
When a call transfers, the full conversation context travels with it. The receiving agent or AI system knows who's calling, what they need, and what's already been discussed. No "can you repeat that?"
Outcome Tracking
Every routing decision is tracked against resolution outcomes. The system continuously learns which routes lead to first-call resolution and adjusts its models accordingly.
Don't just listen to a recording Experience the difference
Experience CallD.AI live in action. Click the Talk to Emily button to be connected to the CallD.AI demo agent. Ask her about TaskRelay. Or ask anything about our platform and hear a natural, intelligent response.
- ✓ Real-time voice conversation
- ✓ Human response latency
- ✓ No scripted responses
Emily is just a demonstration; she's not yet trained or tuned specifically for your organisation or use case.
To understand how CallD.AI can configure her to improve outcomes for your enterprise, your agents and your customers, book a walkthrough with CallD.AI
Routing that gets smarter over time
Smarter routing, measurable impact
Internal transfers down from 20% to under 4%
A national telecommunications provider knew they had a routing problem. Despite investing in a modern IVR, internal transfer rates sat stubbornly above 20%, four times the 5% benchmark. Customers were being routed to the wrong department, repeating themselves, and waiting again. Every unnecessary transfer added cost, eroded satisfaction, and consumed agent time that should have been spent resolving issues.
TaskRelay replaced the IVR entirely. Instead of pressing buttons or guessing menu options, customers simply had a conversation. TaskRelay captured intent and context in real time and routed calls to the right resource first time, every time. Internal transfers dropped below 4%. Not the most exciting metric on paper except for their customers who stopped being bounced between departments, and for their bottom line, with efficiency gains from human agents who could finally focus on resolution instead of re-triaging misdirected calls.
"It seemed like such a simple problem: accurately recognising caller intent. We had a modern IVR and still couldn't get transfers below 20%. TaskRelay let our customers have a conversation instead of navigating menus. Intent captured, context passed through, calls routed first time. Transfers dropped below 4%. Not very exciting, except for our customers and our bottom line."
Head of Contact Centre Operations, National Telecommunications Provider
Plugs into your existing contact centre
TaskRelay integrates with leading CCaaS platforms, PBX systems, and CRM tools. Deploy alongside your existing infrastructure with zero disruption.
Route calls intelligently
See how TaskRelay can reduce transfers, improve first-call resolution, and get callers to the right resource, the first time.