AI Agents

Intelligent Routing Agent

This complaint about an 'Allergic Reaction' to the product needs attention. Where should I send it?

I am analyzing the category and severity of the report to direct it to the technical or legal team responsible for health and safety cases.

I identified that this is the third report of an allergic reaction for the same product batch in the last 24 hours, indicating a possible production problem.

I flagged the case as 'Serious - Health Risk' and immediately forwarded it to the Quality Manager and the Priority CS team. I have already attached the history of the other two related cases.

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What this Agent solves for you

What it does

It routes complex complaints to Customer Service, specialized Support, or priority areas.

Automated activities

Criticality and categorization analysis
Immediate referral to the responsible team
Reporting of serious cases (health issues, incorrect product, etc.)

Agent Subfunction

Human referral

Results and impact

95%

reduction in triage time

70%

of simple cases resolved automatically

40%

fewer accumulated critical complaints.

Your life gets faster with Pipefy AI Agents

95% faster

Traditional path

45 min–1 hour

With Pipefy AI Agent

2–5 minutes

Frequently Asked Questions about Pipefy AI Agents

Read frequently asked questions about Pipefy AI Agents.

What is the Intelligent Routing Agent and how does it work?

The Intelligent Routing Agent is a specialized AI Worker within Pipefy's Gestão de Reclamações de Clientes with AI solution. It executes operational steps autonomously — making decisions within its defined scope, triggering approvals, and maintaining full traceability of each action. Unlike manual customer service, it operates seamlessly integrated with the workflow, from start to finish, with native human oversight built in.

How much does it cost to use the Intelligent Routing Agent in Pipefy?

The cost of the Intelligent Routing Agent in Pipefy varies based on process volume, number of users, and the integrations required with your company's systems. Plans are scalable and adapt to operations of any size — from teams just getting started to large enterprise operations. Talk to our team to receive a personalized proposal.

What is the difference between the Intelligent Routing Agent and manual customer service?

While manual customer service rely on manual intervention at every step, the Intelligent Routing Agent executes tasks autonomously, records the reasoning behind each decision, and enables real-time oversight. This results in faster cycles, less rework, and 100% traceability of actions — without giving up human control where it matters most.

How do I choose the best Intelligent Routing agent for my company?

To choose the right Intelligent Routing agent, evaluate: ability to integrate with your current systems, governance and traceability of agent decisions, ease of configuration without relying on IT, and support for complex processes with exceptions. Also check the vendor's track record with clients in your industry and real implementation case studies.