Business impact as a first-class input
Every handoff gets an individual score — intent priority, sentiment, customer value, custom attributes — not a static priority tier. Routing acts on what matters to your business.
Routing engine
The next-generation routing engine built for the AI era
Your platform already handles voice, messaging, desktop, and reporting. ExpertLoop™ upgrades the one decision that determines everything downstream: who should handle each handoff, when, and why.
The model
Your infrastructure stays. The routing brain gets an upgrade.
ExpertLoop™ becomes the decisioning and intelligent routing brain that sits above your existing platform. Traditional routing asks “Who is available?” ExpertLoop™ asks “What is the best business decision?” for each AI-Human handoff.
Salesforce Service Cloud
Via External Routing for Omni-Channel — built on the skills foundation you already run.
CCaaS platforms
Direct API integration for platforms like Genesys, Five9, or NICE.
Your AI agents
Intent and sentiment from your AI agents — and any self-service layer — feed every decision.
Beyond skills-based routing
The intelligence of live decisioning, the convenience of a single operation.
Instead of assigning the next available agent with the right skill tag, ExpertLoop™ continuously decides who should engage. That requires more than a skill match. It evaluates the combination of skills, proficiency, authority, availability, and live operational context to determine the best expert. It then continuously answers what static routing cannot: which case deserves attention first, how decisions adapt as conditions change while customers wait, and how scarce expertise is protected under load.
SLA as an active objective
Your SLA should drive routing, not just measure it. ExpertLoop™ tracks progress toward every target and adjusts priority and pairing to attain it — automatically.
Continuous reprioritization
Handoffs are evolving objects. Sentiment shifts, new context, and growing wait time update the decision — no more pairing on a stale snapshot.
Bullseye routing with skill relaxation
When no expert matches every requested skill, droppable skills are progressively relaxed to widen the pool — balancing wait time and match quality instead of waiting for a perfect match that never comes.
Automated traffic shaping
During congestion, capacity is preserved for high-value work while lower-value handoffs are deferred to callback or self-service — and resumed automatically.
Operational observability
Rank, business impact, SLA trajectory, and pairing effectiveness are visible across the operation — the feedback loop traditional routing never had.
Why now
The AI era raises the stakes of every routing decision
As AI agents absorb routine work, the handoffs that reach your people are the complex, high-stakes ones. Getting each of them to the right expert — first time, in time — is what a routing engine must now be built for.
ExpertLoop™ was designed for exactly this operating point: precision pairing when expertise is the constraining resource, and infrastructure for AI agents that need governed access to humans.
See the AI agent side →Bring next-generation routing to your platform
Install from the AppExchange and run it with configuration, not code. Or see how ExpertLoop™ runs on your existing technology stack.