How does an AI voice agent route calls based on caller intent? The Brilo AI voice agent routes calls based on caller intent by using real-time intent detection (natural language understanding) to match caller requests to configured transfer actions. The Brilo AI voice agent capabilities support conditional call transfer, warm transfer with an AI-generated contextual summary, cold transfer, and routing to a phone book (group routing) when the spoken intent meets the configured rules.

Contact center leaders ask this because misrouted calls increase repeat work and lower customer satisfaction. The Brilo AI voice agent capabilities aim to reduce caller repetition and failed handoffs by routing the caller to the right person or team as soon as the caller intent is clear. Administrators need clarity on how to write routing rules, what triggers a handoff, and how Brilo AI preserves context for the receiving agent.

The Brilo AI voice agent call handling features listen to the caller and run intent detection (natural language understanding) against the live transcript. When a configured condition matches, the Brilo AI voice agent triggers the transfer action defined in the agent’s workflow. The transfer action can target a single phone number or a phone book (a group of numbers). The Brilo AI voice agent can also attach a short AI summary derived from the call transcript and sentiment analysis before completing a warm transfer.

Technical terms used by Brilo AI voice agent capabilities include intent detection, natural language understanding (NLU), transcription, sentiment analysis, warm transfer, cold transfer, and contextual summary.

Guardrails define what the Brilo AI voice agent can and cannot do during routing. Typical guardrails include confidence thresholds for intent matches, restricted or sensitive topic blocks, and mandatory escalation rules for safety-related language. The Brilo AI voice agent should not guess missing verification details. When confidence in intent is low or when the caller triggers a restricted topic, the Brilo AI voice agent follows a defined fallback or escalation path rather than routing automatically.

Brilo AI voice agent configuration supports stop conditions that force a human handoff for compliance or safety topics. Administrators should test these boundaries before production.

Each example uses transcription and intent detection to avoid keyword-only routing and to reduce false positives.

Human handoff is part of the Brilo AI voice agent call handling features. Transfers can be cold transfers where the caller is connected directly to a number. Transfers can be warm transfers where the Brilo AI voice agent announces the caller to the human first. For warm transfer with contextual summary, the Brilo AI voice agent sends a short AI-generated brief that includes intent, key entities, and relevant sentiment so the human agent does not start from zero.

Escalation rules can force immediate transfer on high-risk intents. Administrators should document who accepts escalations and configure fallback routing if the first target does not answer.

To configure routing by intent the buyer must provide: routing goals, a list of transfer targets or a phone book, sample phrases or intents to seed the conditions, and rules for escalation and confidence thresholds. Enabling call recording and transcription improves summary quality and supports post-call verification. For step-by-step guidance on transfer types and one-click handoffs in Brilo AI, review the Brilo AI call transfer use case documentation: AI Phone & Voice Agents for Call Transfer | Brilo AI.

Operational items to prepare include business hours, who receives safety escalations, and any CRM or calendar integration details needed to enrich routing.

Routing calls by caller intent with the Brilo AI voice agent improves first contact resolution and lowers average handle time for humans. Warm transfers with contextual summary reduce caller repetition and increase agent productivity. Intent-based routing reduces misroutes and repeat contacts, and transfer analytics help teams tune routing logic using real transfer success metrics.

Expected measurable improvements include fewer transfers per call and faster time to live agent for high-value intents when routing is configured and monitored.

If you are ready to configure intent-based routing, start with Brilo AI’s transfer guidance and then connect any CRM integration you plan to use. For an integration that logs call context to your CRM see Brilo AI’s HubSpot integration documentation: Integrate AI Phone & Voice Agents to HubSpot with Brilo. For implementation help with transfer flows and phone book setup, consult the Brilo AI call transfer documentation linked above.