Smart Routing: AI-Driven Conversation Flow for India SMBs

Smart Routing: AI-Driven Conversation Flow for India SMBs The Problem Small businesses in India often juggle customer messages across WhatsApp, Instagram, SMS, Web Chat, and Email. Without a single view, agents miss replies, response times balloon, and customers feel ignored. Managing each channel in isolation also forces teams to duplicate effort, leading to inconsistent follow‑ups and revenue leakage. What Smart Routing Changes GoSumo’s smart routing feature consolidates all inbound conversations into one AI‑driven interface and automatically assigns each message to the most suitable team member. The result is a predictable, efficient flow that keeps every lead on track and every customer satisfied. How It Works Intention Detection – When a message arrives, the platform forwards its content to OpenRouter AI. The model classifies the intent (order inquiry, support, billing question, etc.) and tags it with relevant skills like order‑processing or technical‑support . Skill‑Based Assignment – The backend, built with NestJS and TypeScript, consults a PostgreSQL table that maps agents to skill sets. A quick lookup, now indexed thanks to the recent perf(db): index the lookups that run before a tenant is known , returns the best candidate. Queue Management – BullMQ queues the routing job. Redis serves as a cache for real‑time availability data, ensuring that an agent who is currently offline or busy is skipped. The system then pushes the conversation to the agent’s inbox in the Next.js dashboard. Fallback & Escalation – If no agent matches the skill or is available, the system triggers an automated response that informs the customer of an expected reply time. This maintains a professional tone while protecting agents from manual triage. The User Experience From the Customer’s View – A shopper clicks a “Chat with us” button on Instagram. The message lands in GoSumo’s unified inbox. From the Agent’s View – The agent logs into the web dashboard. The new conversation appears