# Intent-Based Routing

Intent-based routing uses AI to identify what a customer wants before assigning the interaction to the appropriate queue, agent, or automated workflow.

**Body Copy:**

Intent-based routing uses AI — specifically Natural Language Understanding — to identify what a customer wants before assigning the interaction to the appropriate queue, agent, or automated workflow. Rather than requiring customers to select from a menu or use specific keywords, intent-based routing understands natural language at the start of a conversation and routes accordingly. This eliminates IVR menu friction, reduces misroutes and transfers, and ensures high-priority or complex intents are immediately directed to the right resources. In NiCE Cognigy deployments, intent-based routing integrates directly with the NLU layer, using the same trained models that power AI Agent conversations.

For enterprise teams, Intent-Based Routing matters because real-world outcomes depend on how the capability is integrated, governed, and measured — not just on the underlying technology. Rather than requiring customers to select from a menu or use specific keywords, intent-based routing understands natural language at the start of a conversation and routes accordingly.

## Key Points

- Routes interactions based on AI-identified customer intent — not menu selections or keywords
- Understands natural language at the conversation opening for immediate accurate routing
- Eliminates misroutes, transfers, and the friction of legacy IVR menu navigation
- Integrates with NiCE Cognigy NLU — same models used in AI Agent conversations
- Ensures high-priority intents reach the right agent or workflow immediately

### See how it works in action

- [Watch the demo](https://www.youtube.com/watch?v=U87psHIQF3w)
- [Speak with an expert](/content/contact-us/index.html)
- [Explore Solutions](/content/solutions/ai-agents/index.html)
- [Explore Platform](/content/platform/cognigy-ai/index.html)