Smart Routing: AI-Driven Conversation Flow for India SMBs

Indian small businesses frequently handle customer inquiries through multiple channels, including WhatsApp, Instagram, SMS, web chat, and email. This multi-channel approach results in missed messages, prolonged response times, and a lack of consistency in follow-up communications, which can lead to lost revenue. GoSumo's smart routing solution addresses these challenges by unifying all incoming conversations into a single AI-driven interface and automatically directing messages to the most appropriate team member.

The system utilizes OpenRouter AI for intent detection, classifying messages as orders, support requests, billing inquiries, and more. Skill-based assignment determines which agent best fits the message's requirements, with backend processes running on NestJS and TypeScript and leveraging PostgreSQL for efficient skill mapping. Queue management, facilitated by BullMQ and Redis caching, ensures messages are prioritized and assigned to available agents.

If no suitable agent is found, an automated response notifies the customer of an estimated reply time.

Customers interact with GoSumo through a unified dashboard, where inquiries appear in their queue with skill-based indicators. Agents can view the entire conversation history regardless of the original communication channel. Business owners can monitor real-time channel activity and adjust skill assignments through an intuitive interface, while role-based access controls, enforced via recent security updates, prevent unauthorized changes to routing settings.

The platform's technical stack includes NestJS, TypeScript, Prisma, Redis, BullMQ, Qdrant, and OpenRouter AI, all contributing to scalable, secure, and high-performance customer communication management for Indian SMBs.