Agentic Routing vs. Intent-Based Routing
Intent-Based Routing uses predefined utterances to route customer queries. When a query matches a specific intent—like “password reset” or “order tracking”—it’s automatically sent to the corresponding flow. It’s a fixed, keyword-driven approach.
Agentic Routing, on the other hand, doesn’t rely on fixed intents or keyword matches. Instead, it uses AI to actively evaluate each query against the agentic routing instructions configured on every flow. This means the routing decision isn’t limited by preset utterances; the AI agent considers context, nuance, or specific criteria in real-time before deciding whether to route or not.
Agentic routing instructions and intents can be triggered at any point in a conversation and can be transitioned to from everywhere.
Flexibility in your routing strategy
One of the key advantages of Frontline is that you're not limited to choosing between these two approaches. You can:
Use Intent-Based Routing for straightforward, common requests
Implement Agentic Routing for more complex scenarios
Combine both approaches to create a comprehensive routing strategy
Both routing types can be triggered at any point during a customer conversation and can transition between different flows as needed.
How to setup Agentic Routing & Intent-based routing
To setup intent-based routing you can follow these instructions.
To setup agentic routing instructions for your flow, you'll need to:
Add an intent trigger to your flow's canvas.
Click on the intent trigger node on your canvas.
Add simple instructions to the "Agentic Routing Instructions" input in the intent's dialog.
