Intelligent Routing for Banks & Credit Unions | Agent IQ
The right connection makes all the difference.
Connect account holders with the people best placed to help. Configure routing around their needs, existing relationships, and your team’s availability.
More context. A clearer path to help.
Website entry point
Use the page where a conversation begins to guide visitors toward the appropriate team.
Existing relationships
Account for an account holder’s primary employee or supporting team.
Account-holder segments
Configure different service paths for different account-holder groups.
Request and expertise
Use the conversation category or intent to guide requests toward relevant expertise.
Availability and capacity
Consider employee availability and concurrent conversation limits when assigning work.
Queue and assignment rules
Configure queue priorities and round-robin assignment to support your service model.
How intelligent routing works
Your service model sets the direction.
Lynq® supports configurable routing and assignment options that reflect how your institution serves account holders.
- Define the teams and relationships that support each audience
- Use entry-page context, segments, or request categories where appropriate
- Configure availability, capacity, and queue priorities
- Apply the assignment approach that fits each service path
Better connections on both sides.
For account holders
A clearer path to someone who can help.
Guide people toward a familiar contact or a team with the relevant expertise, based on their needs and your service model.
For employees
Conversations that fit their role.
Direct requests toward the appropriate employees while accounting for availability and conversation capacity.
For managers
Routing that reflects how you operate.
Support dedicated relationships, specialized teams, and pooled service with configurable assignment and queue rules.
Connect the request and the relationship.
Live chat
Use public website entry-page context to guide new conversations toward the appropriate team.
Authenticated messaging
Support ongoing conversations where the account holder’s identity and relationship are already known.
Relationship models
Align routing with dedicated, team, pooled, or hybrid service.
Trust is part of the experience
Institution-defined rules
Configure routing around your teams, service priorities, and relationship strategy.
Role-based access
Manage employee access through configured roles and permissions.
Capacity controls
Set concurrent conversation limits to support how employees handle incoming work.
Frequently asked questions
What can influence how a conversation is routed?
Depending on configuration, routing can consider website entry page, account-holder segment, existing relationships, request category or intent, team expertise, employee availability, and capacity. Queue priorities and assignment rules also shape how work is handled.
Can different website pages connect visitors with different teams?
Yes. For example, conversations started on an account-opening page can go to a new-accounts team, while lending-page conversations can go to lending specialists.
Does routing require a dedicated employee for every account holder?
No. Routing can support dedicated relationships, teams, pooled service, or a combination of models across account-holder segments.
Does intelligent routing mean every decision is made by AI?
No. Routing follows your institution’s configured service and assignment rules. Where Lynq AI is used, self-service can transition to an employee with conversation context.
Put the right people within reach.
See how intelligent routing can connect your account holders’ needs with your institution’s people and expertise.