Routing logic is the set of conditions that drive routing decisions. It can be simple — if the issue is tagged "billing," send to the billing queue — or complex: if the customer is a tier-one account, sentiment is negative, and the issue involves a large transaction, route to a senior relationship manager.
Well-designed routing logic encodes business rules accurately, handles edge cases gracefully, and produces consistent behavior without requiring human judgment for every decision. Poor routing logic is one of the most common sources of inefficiency in AI-powered operations — often invisible until someone notices that the wrong things are consistently going to the wrong places.
