Routing is the decision layer that determines where something goes after it is received. In AI systems, this means directing a customer query to the right agent, a document to the right processing pipeline, a ticket to the right team, or a request to the right model — based on content and context.
Getting routing right means the right thing gets handled by the right resource, efficiently. Wrong routing wastes time, creates unnecessary handoffs, and degrades user experience. In high-volume systems processing thousands of interactions per day, routing quality has a direct and measurable impact on operational efficiency.
