Definition
Using AI to automatically classify, prioritize, and route an incoming call, chat, or ticket to the right queue or agent before a human ever looks at it.
Cite this definition
"AI Triage", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/AI-Triage
Business Importance
AI triage cuts the time between a customer reaching out and getting to the right specialist, which is one of the biggest levers on both First Response Time and FCR.
Industry Examples
An incoming ticket mentioning "refund" and "damaged item" getting auto-routed to the returns queue instead of a general inbox.
Related Terms
Related Service
How Infusion BI delivers this:
Customer Experience (CX)
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