Swiftask connects your AI agents to FracTEL to analyze and direct every call to the right department, instantly and without manual effort.
Result:
Reduce customer wait times and increase first-call resolution rates through precise, automated call routing.
The challenges of manual and inefficient call routing
Traditional inbound call management is often a source of frustration. Customers are put on hold, transferred multiple times, or connected to the wrong department. This lack of fluidity degrades the customer experience and unnecessarily burdens your teams.
Main negative impacts:
Thanks to the Swiftask and FracTEL integration, your AI agent analyzes the caller's intent in real time and triggers smart routing to the most qualified department or expert.
BEFORE / AFTER
What changes with Swiftask
Without Swiftask + FracTEL
A customer calls. They reach a generic automated attendant or a reception agent. The receptionist asks questions, checks availability, and transfers the call. The customer waits, re-explains their issue, and overall efficiency is low.
With Swiftask + FracTEL
The FracTEL AI system picks up the call. The Swiftask agent identifies the need, checks real-time expert availability, and routes the call instantly to the right person. The customer is served immediately by the expert they need.
Deploying AI routing in 4 phases
STEP 1 : AI agent configuration
Define in Swiftask the call qualification rules and routing criteria based on your specific business requirements.
STEP 2 : Connect your FracTEL account
Link your FracTEL infrastructure to Swiftask via a secure integration to enable control over call flows.
STEP 3 : Define routing workflows
Configure triggers (IVR, CRM data) so that the AI agent automatically decides the call destination.
STEP 4 : Activation and monitoring
Launch your smart routing. Monitor transfer statistics and adjust rules dynamically within Swiftask.
Analysis and transfer capabilities
The AI agent evaluates context: caller ID, account history, IVR choices, and real-time agent availability.
Each action is contextualized and executed automatically at the right time.
Each Swiftask agent uses a dedicated identity (e.g. agent-fractel@swiftask.ai ). You keep full visibility on every action and every sent message.
Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.
Strategic benefits for your business
1. Streamlined customer experience
The customer is connected directly to the right person, without unnecessary intermediaries.
2. Increased operational efficiency
Your reception teams are freed from low-value manual transfer tasks.
3. Higher resolution rate
By directing calls to the expert dedicated to the issue, you maximize first-contact resolution.
4. Workflow governance
Control and modify your routing rules instantly from a single interface, without technical intervention.
5. Business scalability
Manage growing call volumes without increasing your switchboard staff headcount.
Data security and compliance
Swiftask applies enterprise-grade security standards for your fractel automations.
To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.
RESULTS
Impact on your key performance indicators
| Metric | Before | After |
|---|---|---|
| Average transfer time | 3 to 5 minutes (manual) | Under 10 seconds (AI) |
| First-call resolution rate | Moderate | Significantly optimized |
| Switchboard load | High | Reduced by 80% |
| Customer satisfaction (CSAT) | Variable | Constantly improving |
Take action with fractel
Reduce customer wait times and increase first-call resolution rates through precise, automated call routing.