Intent-based routing (IBR) is a generative AI-powered capability that routes customer queries based on real-time intent recognition and dynamic user group assignment. It is enabled by the Customer Intent Agent, which autonomously discovers and manages customer intents by analyzing past interactions and builds an evolving intent library. Customer Intent Agent discovers and manages intents, while IBR uses those intents to route conversations, connecting customer needs to the right support resources with speed and precision. Once an intent and its group are identified, IBR routes the conversation to the appropriate user group based on the mapped intent group. Next, IBR assigns it to the best-suited support representative within the group, based on their capacity, presence, and other routing attributes. This enables faster, more accurate resolutions. By turning intent from a passive insight into an active, intelligent routing decision, IBR becomes the operational backbone of an intent-driven contact center. Subsequently, this results in better assisted and self-service experiences. Implementing intent-based routing in your contact center can offer numerous benefits: Enhanced precision and personalization; Dynamic intent discovery; Streamlined routing configuration; Smarter workforce management and load handling; and Scalable and adaptable.