Call routing: what it is and how an AI voice agent handles it
Call routing is the rule that decides where each call goes: to an agent, a person, a department, a voicemail or an appointment. An AI voice agent applies that rule from the first second by understanding what the caller needs.
What call routing is
It is the process of directing incoming calls. A traditional phone system does it with numbered menus ("press 1 for sales"). Modern call routing uses the caller's intent: the call is directed by what the person says, not by the key they press.
How an AI voice agent handles it
1. Listens to the request in natural language and detects the intent.
2. Checks the conditions you define: time of day, language, customer type or urgency.
3. Answers the questions it can resolve with your information (knowledge base, RAG).
4. Routes the call to the right flow, person or destination, or resolves it without a transfer.
In InfiVoice you define those rules in the visual flow builder, so each type of call has a clear path.
Call routing vs. IVR menu
- IVR menu: the caller hears options and presses a number, often several times.
- AI call routing: the caller says what they need and the agent directs the call without menus.
To compare both approaches, read AI voice agent vs. IVR and the guide how AI voice agents work.
Common routing rules
- A new appointment is booked in the calendar without a transfer.
- A complaint or urgent request goes to a person on your team.
- An after-hours call is handled by the agent and the case is left for the next morning.
How to get started with InfiVoice
Create an agent, load your business information, define the handoff rules and assign a local number. Features are listed on features and integrations on integrations.
Pricing
The Free plan includes 100 credits. The Pro plan costs $79 per month with 250 credits. One credit equals 60 seconds of call time.
Frequently asked questions
Does call routing require the caller to press keys?
No. An AI voice agent understands the request in natural language and routes the call based on intent.
Can I have different rules for time of day or language?
Yes. Rules are defined in the flow, so you can separate daytime, nighttime and language-specific handling.
How much does it cost to try it?
The Free plan includes 100 credits, which equals 100 minutes of call time.