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Conventional RAG Falls Short with Enterprise Databases

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      * [Retail](https://www.gigaspaces.com/retail-and-ecommerce-2)
      * [Financial Services](https://www.gigaspaces.com/financial-services)
      * [Insurance Companies](https://www.gigaspaces.com/industry-solutions/insurance)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2024/07/solutons.png) Massimo Pezzini, Gartner Analyst Emeritus  ](https://go.gigaspaces.com/5-top-use-cases-for-driving-business-with-data-hub-architecture)

5 Top Use Cases For Driving Business With Data Hub Architecture 

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      * [Semantic Reasoning](https://www.gigaspaces.com/how-it-works/semantic-reasoning)
      * [Questions to SQL Queries](https://www.gigaspaces.com/how-it-works/questions-into-sql-queries)
      * [Asked & Answered in Natural Language](https://www.gigaspaces.com/how-it-works/asked-answered-natural-language)
      * [Multiple Data Sources](https://www.gigaspaces.com/how-it-works/supported-data-sources)
      * [Proactive AI Governance](https://www.gigaspaces.com/how-it-works/proactive-ai-governance)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/How-it-works-menu.jpg)](https://go.gigaspaces.com/effective-ai-governance-wp)

Ensure GenAI compliance and governance 

[Read the Whitepaper![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://go.gigaspaces.com/effective-ai-governance-wp)

  * [Success Stories![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)](https://www.gigaspaces.com/case-studies)

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      * [Procurement](https://www.gigaspaces.com/use-cases/procurement-supply-chain)
      * [Operations](https://www.gigaspaces.com/use-cases/enhancing-pharmaceutical-operations)
      * [Budget Management](https://www.gigaspaces.com/use-cases/educational-organizations-budget-resources)
      * [Sales Operations](https://www.gigaspaces.com/use-cases/retail-boost-sales)
      * [Service Providers](https://www.gigaspaces.com/use-cases/contract-control-cost-savings)
      * [Utilities Management](https://www.gigaspaces.com/use-cases/cut-sla-penalties)
      * [Restaurant Management](https://www.gigaspaces.com/use-cases/power-smarter-restaurant-growth-erag)
    * By Industry

      * [Logistics](https://www.gigaspaces.com/case-studies/optimizing-supply-chain-with-ai-powered-insights)
      * [Pharma](https://www.gigaspaces.com/case-studies/transforming-patient-outcomes)
      * [Education](https://www.gigaspaces.com/case-studies/achieving-educational-budget-control)
      * [Retail](https://www.gigaspaces.com/case-studies/retail-intelligence-with-erag)
      * [Shipping](https://www.gigaspaces.com/case-studies/redefining-global-logistics)
      * [Energy](https://www.gigaspaces.com/case-studies/boosting-operations-reducing-penalties)
      * [Hospitality](https://www.gigaspaces.com/case-studies/restaurant-increase-profit-erag)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Company-menu-thumb.jpg)](https://go.gigaspaces.com/webinarod/ecurely-unlocking-structured-data-for-enterprise-ai-0)

Monkey See, AI Do - All about CUA

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    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Resources-menu-thumb.jpg)](https://www.gigaspaces.com/blog/from-rag-to-tag)

Taking the AI leap from RAG to TAG

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    * col2

      * [Partners](https://www.gigaspaces.com/partners-lobby)
      * [OEM Partners](https://www.gigaspaces.com/partners-lobby/oem)
      * [System Integrators](https://www.gigaspaces.com/partners-lobby/system-integrators)
      * [Technology Partners](https://www.gigaspaces.com/partners-lobby/technology)
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GigaSpaces, IBM & AWS make AI safer

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Search for:

  * Products![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)

    * Our Products

      * [eRAG](https://www.gigaspaces.com/products/erag)
        * [GenAI Catalyst](https://www.gigaspaces.com/products/genai-catalyst)
        * [Instant Data](https://www.gigaspaces.com/products/instant-data)
        * [Respond Proactively](https://www.gigaspaces.com/products/proactive-ai)
        * [Act Autonomously](https://www.gigaspaces.com/products/data-autonomy)
      * [Smart DIH](https://www.gigaspaces.com/products/smart-digital-integration-hub-lobby)
      * [XAP](https://www.gigaspaces.com/products/xap-imdg)
    * Solutions for

      * [Pharma](https://www.gigaspaces.com/products/erag/pharma)
      * [Procurement](https://www.gigaspaces.com/products/erag/procurement)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Product-menu-thumb.jpg)](https://go.gigaspaces.com/webinar/why-conventional-rag-falls-short)

Conventional RAG Falls Short with Enterprise Databases

[Watch the Webinar![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://go.gigaspaces.com/webinar/why-conventional-rag-falls-short)

  * Solutions![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)

    * Business Solutions

      * [Digital Innovation Over Legacy Systems](https://www.gigaspaces.com/use-cases/digital-innovation-acceleration)
      * [Integration Data Hub](https://www.gigaspaces.com/technology/integration-data-hub)
      * [API Scaling](https://www.gigaspaces.com/use-cases/application-acceleration)
      * [Hybrid / Multi-cloud Integration](https://www.gigaspaces.com/use-cases/hybrid-or-multi-cloud-integration)
      * [Customer 360](https://www.gigaspaces.com/use-cases/customer-360)
      * Industry Solutions
      * [Retail](https://www.gigaspaces.com/retail-and-ecommerce-2)
      * [Financial Services](https://www.gigaspaces.com/financial-services)
      * [Insurance Companies](https://www.gigaspaces.com/industry-solutions/insurance)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2024/07/solutons.png) Massimo Pezzini, Gartner Analyst Emeritus  ](https://go.gigaspaces.com/5-top-use-cases-for-driving-business-with-data-hub-architecture)

5 Top Use Cases For Driving Business With Data Hub Architecture 

[Watch the Webinar![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://go.gigaspaces.com/5-top-use-cases-for-driving-business-with-data-hub-architecture)

  * How it Works![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)

    * [eRAG Technology Overview](/how-it-works/erag-how-it-works)

      * [AI-Ready, IT-Friendly](https://www.gigaspaces.com/products/ai-ready)
      * [Semantic Reasoning](https://www.gigaspaces.com/how-it-works/semantic-reasoning)
      * [Questions to SQL Queries](https://www.gigaspaces.com/how-it-works/questions-into-sql-queries)
      * [Asked & Answered in Natural Language](https://www.gigaspaces.com/how-it-works/asked-answered-natural-language)
      * [Multiple Data Sources](https://www.gigaspaces.com/how-it-works/supported-data-sources)
      * [Proactive AI Governance](https://www.gigaspaces.com/how-it-works/proactive-ai-governance)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/How-it-works-menu.jpg)](https://go.gigaspaces.com/effective-ai-governance-wp)

Ensure GenAI compliance and governance 

[Read the Whitepaper![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://go.gigaspaces.com/effective-ai-governance-wp)

  * [Success Stories![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)](https://www.gigaspaces.com/case-studies)

    * By Use Case

      * [Procurement](https://www.gigaspaces.com/use-cases/procurement-supply-chain)
      * [Operations](https://www.gigaspaces.com/use-cases/enhancing-pharmaceutical-operations)
      * [Budget Management](https://www.gigaspaces.com/use-cases/educational-organizations-budget-resources)
      * [Sales Operations](https://www.gigaspaces.com/use-cases/retail-boost-sales)
      * [Service Providers](https://www.gigaspaces.com/use-cases/contract-control-cost-savings)
      * [Utilities Management](https://www.gigaspaces.com/use-cases/cut-sla-penalties)
      * [Restaurant Management](https://www.gigaspaces.com/use-cases/power-smarter-restaurant-growth-erag)
    * By Industry

      * [Logistics](https://www.gigaspaces.com/case-studies/optimizing-supply-chain-with-ai-powered-insights)
      * [Pharma](https://www.gigaspaces.com/case-studies/transforming-patient-outcomes)
      * [Education](https://www.gigaspaces.com/case-studies/achieving-educational-budget-control)
      * [Retail](https://www.gigaspaces.com/case-studies/retail-intelligence-with-erag)
      * [Shipping](https://www.gigaspaces.com/case-studies/redefining-global-logistics)
      * [Energy](https://www.gigaspaces.com/case-studies/boosting-operations-reducing-penalties)
      * [Hospitality](https://www.gigaspaces.com/case-studies/restaurant-increase-profit-erag)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Company-menu-thumb.jpg)](https://go.gigaspaces.com/webinarod/ecurely-unlocking-structured-data-for-enterprise-ai-0)

Monkey See, AI Do - All about CUA

[Watch Webinar![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://go.gigaspaces.com/webinarod/ecurely-unlocking-structured-data-for-enterprise-ai-0)

  * Resources![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)

    * Content Hub

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      * [Webinars](https://www.gigaspaces.com/resources/webinars)
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    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Resources-menu-thumb.jpg)](https://www.gigaspaces.com/blog/from-rag-to-tag)

Taking the AI leap from RAG to TAG

[Read the Blog![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://www.gigaspaces.com/blog/from-rag-to-tag)

  * Company![](https://www.gigaspaces.com/wp-content/uploads/2022/11/Path-16484.svg)

    * Our Company

      * [About](https://www.gigaspaces.com/about)
      * [Customers](https://www.gigaspaces.com/customers)
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      * [Press Releases](/press-releases)
      * [Careers](https://www.gigaspaces.com/career-lobby)
    * col2

      * [Partners](https://www.gigaspaces.com/partners-lobby)
      * [OEM Partners](https://www.gigaspaces.com/partners-lobby/oem)
      * [System Integrators](https://www.gigaspaces.com/partners-lobby/system-integrators)
      * [Technology Partners](https://www.gigaspaces.com/partners-lobby/technology)
      * [Value Added Resellers](https://www.gigaspaces.com/partners-lobby/value-added-resellers)
      * Support & Services
      * [Services](https://www.gigaspaces.com/service-overview)
      * [Support](https://www.gigaspaces.com/support-lobby)
    * [![vid-icon](https://www.gigaspaces.com/wp-content/uploads/2025/02/Company-menu-thumb.jpg)](https://www.gigaspaces.com/news/gigaspaces-partners-with-ibm-and-aws-to-deliver-accurate-safe-genai-with-dbs)

GigaSpaces, IBM & AWS make AI safer

[Read How![icon](/wp-content/uploads/2023/04/Group-30743.png)](https://www.gigaspaces.com/news/gigaspaces-partners-with-ibm-and-aws-to-deliver-accurate-safe-genai-with-dbs)

  * [Book a Demo](https://www.gigaspaces.com/book-a-demo)



  * Products
    * Our Products
      * [eRAG](https://www.gigaspaces.com/products/erag)
        * [GenAI Catalyst](https://www.gigaspaces.com/products/genai-catalyst)
        * [Instant Data](https://www.gigaspaces.com/products/instant-data)
        * [Respond Proactively](https://www.gigaspaces.com/products/proactive-ai)
        * [Act Autonomously](https://www.gigaspaces.com/products/data-autonomy)
      * [Smart DIH](https://www.gigaspaces.com/products/smart-digital-integration-hub)
      * [XAP](https://www.gigaspaces.com/products/xap-imdg)
    * Solutions for
      * [Pharma](https://www.gigaspaces.com/products/erag/pharma)
      * [Procurement](https://www.gigaspaces.com/products/erag/procurement)
  * Solutions
    * [Digital Innovation Over Legacy Systems](https://www.gigaspaces.com/use-cases/digital-innovation-acceleration)
    * [Integration Data Hub](https://www.gigaspaces.com/technology/integration-data-hub)
    * [API Scaling](https://www.gigaspaces.com/use-cases/application-acceleration)
    * [Hybrid/Multi-cloud Integration](https://www.gigaspaces.com/use-cases/hybrid-or-multi-cloud-integration)
    * [Customer 360](https://www.gigaspaces.com/use-cases/customer-360)
    * [Retail](https://www.gigaspaces.com/retail-and-ecommerce-2)
    * [Financial Services](https://www.gigaspaces.com/financial-services)
    * [Insurance Companies](https://www.gigaspaces.com/industry-solutions/insurance)
  * How it Works
    * [eRAG Technology Overview](https://www.gigaspaces.com/how-it-works/erag-how-it-works)
      * [AI-Ready, IT-Friendly](https://www.gigaspaces.com/products/ai-ready)
      * [Semantic Reasoning](https://www.gigaspaces.com/how-it-works/semantic-reasoning)
      * [Questions to SQL Queries](https://www.gigaspaces.com/how-it-works/questions-into-sql-queries)
      * [Asked & Answered in Natural Language](https://www.gigaspaces.com/how-it-works/asked-answered-natural-language)
      * [Multiple Data Sources](https://www.gigaspaces.com/how-it-works/supported-data-sources)
      * [Governance](https://www.gigaspaces.com/how-it-works/proactive-ai-governance)
  * [Success Stories](https://www.gigaspaces.com/case-studies)
    * By Use Case
      * [Procurement](https://www.gigaspaces.com/use-cases/procurement-supply-chain)
      * [Operations](https://www.gigaspaces.com/use-cases/enhancing-pharmaceutical-operations)
      * [Budget Management](https://www.gigaspaces.com/use-cases/educational-organizations-budget-resources)
      * [Sales Operations](https://www.gigaspaces.com/use-cases/retail-boost-sales)
      * [Service Providers](https://www.gigaspaces.com/use-cases/contract-control-cost-savings)
      * [Utilities Management](https://www.gigaspaces.com/use-cases/cut-sla-penalties)
      * [Restaurant Management](https://www.gigaspaces.com/use-cases/power-smarter-restaurant-growth-erag)
    * By Industry
      * [Logistics](https://www.gigaspaces.com/case-studies/optimizing-supply-chain-with-ai-powered-insights)
      * [Pharma](https://www.gigaspaces.com/case-studies/transforming-patient-outcomes)
      * [Education](https://www.gigaspaces.com/case-studies/achieving-educational-budget-control)
      * [Retail](https://www.gigaspaces.com/case-studies/retail-intelligence-with-erag)
      * [Shipping](https://www.gigaspaces.com/case-studies/redefining-global-logistics)
      * [Energy](https://www.gigaspaces.com/case-studies/boosting-operations-reducing-penalties)
      * [Hospitality](https://www.gigaspaces.com/case-studies/restaurant-increase-profit-erag)
  * Resources
    * [Webinars](https://www.gigaspaces.com/resources/webinars)
    * [Videos](https://www.gigaspaces.com/resources/videos)
    * [Q&As](https://www.gigaspaces.com/answers)
    * [Whitepapers & Brochures](https://www.gigaspaces.com/resources/brochures)
    * [Customer Case Studies](https://www.gigaspaces.com/resources/case-studies)
    * [Events](https://www.gigaspaces.com/resources/events/)
    * [Glossary](https://www.gigaspaces.com/data-terms)
    * [FAQs](https://www.gigaspaces.com/products/erag/faq)
    * [Blog](https://www.gigaspaces.com/blog)
    * [Technical Documentation](https://docs.www.gigaspaces.com/latest/landing.html)
  * Company
    * [About](https://www.gigaspaces.com/about)
    * [Customers](https://www.gigaspaces.com/customers)
    * [Management](https://www.gigaspaces.com/leadership)
    * [Board Members](https://www.gigaspaces.com/board-members)
    * [Investors](https://www.gigaspaces.com/investors)
    * [News](https://www.gigaspaces.com/news)
    * [Press Releases](https://www.gigaspaces.com/press-releases)
    * [Careers](https://www.gigaspaces.com/career-lobby)
    * [Partners](https://www.gigaspaces.com/partners-lobby)
      * [OEM Partners](https://www.gigaspaces.com/partners-lobby/oem)
      * [System Integrators](https://www.gigaspaces.com/partners-lobby/system-integrators)
      * [Technology Partners](https://www.gigaspaces.com/partners-lobby/technology)
      * [Value Added Resellers](https://www.gigaspaces.com/partners-lobby/value-added-resellers)
    * Support & Services
      * [Services](https://www.gigaspaces.com/service-overview)
      * [Support](https://www.gigaspaces.com/support-lobby)
  * [Pricing](https://www.gigaspaces.com/pricing)
  * [Book a Demo](https://www.gigaspaces.com/?schedule-meeting-form=true)



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# **What Is AI Agent Routing?**

[More Glossary Terms](https://www.gigaspaces.com/data-terms)

## **What Is AI Agent Routing?**

AI agent routing is the backbone of modern customer service. It’s the technology that matches a user’s question to the right agent or AI tool. Simple in concept. Powerful in execution.

Think of it as a smart traffic controller for conversations. It stops customers from being bounced around. It ends long waits and repeated explanations. Instead, it connects the person to the right expert the first time.

Unlike old systems, AI agent routing does not rely on fixed rules or clunky menus. It listens and understands. It analyzes what’s said, the context, the urgency, and who should respond. Then it sends the query where it belongs. Fast and precise.

AI routing software is built on machine learning and large language models. These tools process language like humans do. They don’t only catch keywords, they can grasp intent. They read between the lines, which is a leap from [simple automation to smart automation](https://www.gigaspaces.com/blog/synchronizing-session-data-across-kubernetes-clusters).

This makes AI agent routing a game-changer. Companies save time. Customers get answers. Agents focus on what matters. It’s a win for all.

## **How Does AI Agent Routing Work?**

The system runs in four clear steps:

  * **Understanding the Query:** The [AI](https://www.gigaspaces.com/data-terms/ai-databases) examines the message. It looks beyond just words. It figures out the customer’s intent. Is it a billing question? A technical problem? A complaint? It also checks history and urgency.
  * **Matching the Right Agent:** Once the intent is clear, the AI picks the best agent. That could be a chatbot, a human specialist, or an AI assistant trained in that area.
  * **Routing the Query:** The question moves instantly to the chosen agent. The agent receives all the context. No need to ask the customer to repeat themselves.
  * **Learning Over Time:** AI systems improve with experience. They learn which routes worked well. They adapt to new queries and shifting patterns.



****This is where AI route optimization matters. The system balances workload. It avoids[ bottlenecks](https://www.gigaspaces.com/blog/tag/api-bottleneck) and it prioritizes urgent requests. That keeps service fast and efficient.

## **Agent Routing Architectures**

Not all AI routing systems are the same. They come in different forms depending on complexity and scale.

  * **Single-Agent Systems:** Here, AI routes queries within one focused area. Consider a chatbot that handles billing questions only. It is simple, focused, and highly efficient for small tasks.
  * **Multi-Agent Systems:** In larger setups, multiple AI agents handle different tasks. One agent may manage refunds, while another handles technical issues. A third might manage complaints. The routing software orchestrates these agents, sending each query to the right place.
  * **Hybrid Human-AI Systems:** Some questions need a human touch. AI routes simple tasks to bots and hands off complex issues to people. This keeps operations smooth while preserving quality and empathy.
  * **Distributed Systems:** Large organizations may run AI agents in different locations or teams. This reduces delays and adds local knowledge to routing.



Each architecture uses AI routing software designed to optimize the flow. The goal is always clear: deliver the right help quickly without wasted effort.****

## **AI Agent Routing Use Cases**

The reach of [AI agent](https://www.gigaspaces.com/data-terms/ai-agent) routing is broad. Here are some common applications:

  * **Customer Support:** AI routes customers to the agent who knows best. This cuts transfers and boosts satisfaction.
  * **Sales:** Leads get matched to salespeople by region or product specialty. Hot leads get priority.
  * **Healthcare:** Patient queries go to billing, medical advice, or scheduling teams, depending on need.
  * **Finance:** Banking questions on fraud, payments, or loans go directly to the right experts.
  * **IT Helpdesks:** Internal tickets find the right technician fast.
  * **E-commerce:** Questions on orders, returns, or product info reach the correct agent immediately.



AI-driven automated routing cuts costs. It improves speed, and it lifts customer experience. Businesses that adopt it gain a clear edge.****

## **FAQs**

### **Q: How does AI agent routing differ from legacy intent classifiers?**

Legacy systems depend on fixed categories. They spot keywords and slot queries into set buckets. This leads to rigid and often wrong routing, as they struggle with complex, multi-turn conversations.

AI agent routing uses large language models that understand context and nuance. They process entire conversations, track history, and adapt, resulting in smarter, more accurate routing.

### **Q: What are some common challenges in implementing AI agent routing?**

Challenges include managing complex workflows where agents depend on each other. Transparency is tricky; companies want to know why a query was routed a certain way. There is also always the risk of malicious inputs trying to fool the AI. Real-time performance is known to strain resources. Finally, costs can escalate if heavy AI models run unchecked. 

To succeed, companies must monitor routing closely, design clear protocols, and optimize costs.

### **Q: How does having a multi-agent system contribute to effective AI agent routing?**

Multi-agent systems bring specialization. Each AI agent is an expert in a narrow domain. Routing software then acts as a conductor, sending queries to the right expert.

This avoids context overload for any single agent. It handles scale and complexity better. Customers get faster, more precise answers. And businesses benefit from efficient resource use.

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