Gartner predicts that by 2029 agentic AI will autonomously resolve 80 percent of common customer service issues without human help, leading to a 30 percent reduction in operational costs. Contact centers are already putting AI voice and chat agents on the front line.
The new routing question
Routing used to ask which queue had capacity. Now it asks something harder: does this caller need a person at all? Send a high value buyer to an AI agent and the sale may be lost. Send a non-buyer to your best closer and their time is gone.
Decide before the greeting
Intelligent Handshake resolves the caller from the number and returns the IH Score before the phone finishes ringing. In live deployments today, the score routes into AI chat: callers who do not need a person are served by an AI agent, and callers the IH Score rates High go straight to the best people on the floor. Whichever agent answers, it starts with the letter and the offer that fits.