GoSumo Launches AI-Powered Smart Routing for India's Small Businesses

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GoSumo, a customer messaging platform, has introduced an AI-driven smart routing feature aimed at helping small and medium businesses in India manage conversations across WhatsApp, Instagram, SMS, web chat, and email from a single interface. The system uses OpenRouter AI to detect the intent of each incoming message and automatically assigns it to the most suitable available agent based on skill mappings stored in a PostgreSQL database. BullMQ and Redis are used to queue routing jobs and track agent availability in real time, ensuring busy or offline agents are skipped. If no suitable agent is available, the system sends customers an automated reply with an expected response time to maintain service quality. Recent security updates to the platform have also addressed privilege escalation vulnerabilities and password-hashing performance issues, strengthening data protection for business users.

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