A telecom support agent handles every contact. About 80% of contacts are six well-known intents; the rest are novel or complex. Cost is high and answers to routine intents are inconsistent. What is the best redesign?

Answer: C — Classify intent first, send the six known intents to fixed, tested paths, and escalate novel cases to a bounded agent or a human

A routing workflow composes patterns: predictable paths for predictable work and adaptive handling only where needed, which cuts cost and inconsistency (c). (a) keeps variable agent behavior on routine work. (b) multiplies cost. (d) abandons the cases that most need help.