Zoho SalesIQ: Chatbots That Feel, Think, and Route Intelligently

Zoho SalesIQ: Chatbots That Feel, Think, and Route Intelligently

Imagine a bot that can distinguish between someone casually browsing, a buyer ready to make a purchase, and a frustrated user about to leave your site. Most chatbots can’t — they give one-size-fits-all answers to everyone. But what if your bot could respond based on emotion, intent, and context — just like a real person?
That’s exactly what’s now possible with AI Filters + Criteria Router in Zoho SalesIQ.

Smarter conversations start with understanding
The new AI Filters — Sentiment, Intent, and Topic — work hand-in-hand with the Criteria Router card in SalesIQ’s Codeless Bot Builder. You already know Criteria Router lets you route chats based on custom conditions. Now, it’s smarter and more intuitive — thanks to AI that actually interprets what visitors say.

Here’s how it works:

Sentiment: Detects tone — positive, negative, or neutral.
Example: If a customer sounds upset (“This is ridiculous!”), The sentiment is marked negative, and the chat can instantly go to an experienced support agent.

Intent: Understands purpose — such as buying, cancellation, or scheduling.
Example: If a visitor says, “I want to cancel my subscription,” the bot identifies the intent as cancellation and routes it to the right escalation flow.

Topic: Recognizes specific subjects mentioned in chats — like “laptop,” “insurance policy,” or “2BHK flat.”
Example: A visitor asking about “flats in Chicago” can be routed directly to the relevant property expert.


Real-world use cases

1. E-commerce

Customer: “My order arrived damaged. I want a refund.”

Sentiment: Negative

Intent: Return/Cancellation

Instantly route the chat to senior support agents — no waiting, no frustration.



2. Real Estate
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Visitor: Looking for a 2BHK flat in Chicago near the lake.
Topic: Flat, Chicago
Intent: Search

Automatically connect them to the agent handling Chicago properties — seamless experience, faster conversion.



3. IT / Tech Support

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User: “The app keeps freezing when I upload a document.”

Sentiment: Negative

Intent: Technical Issue

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Topic: App

➡ Route directly to the technical team instead of the general support queue.


Implementation best practices
1. Use context variables effectively
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AI Filters rely on bot context variables. To set them up:
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Use a text input card to capture messages.
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Enable “Save in bot context.”
Assign a variable name.
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Use that variable in your Criteria Router card.

2. Structure your rules by priority
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When multiple rules match, the first one takes precedence.
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Example setup:
Rule 1: Sentiment: Negative + Intent: Cancellation
Rule 2: Sentiment: Negative + Topic: App Issue

If a visitor says, “The app keeps crashing, I want to cancel,” both rules match — but Rule 1 triggers first.

Start routing smarter today
The AI Filters feature is now live in your Criteria Router.
With this update, your bot becomes more than just a responder — it becomes a smart conversational filter. It detects urgency, emotion, and purpose in real-time, automatically routing chats to the right place.
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The result?
✅ Happier customers
✅ Reduced response time
✅ Higher conversions

Set up your routing rules, test a few live conversations, and experience how effortlessly your bot transforms every chat into a personalized, meaningful interaction.
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Ready to experience intelligent engagement?
Turn on AI Filters in SalesIQ and see how much smoother your customer conversations can be.

For Further information, visit www.pfc-group.com