Summary:

"Press 1 for Billing" is outdated. Novoflow uses natural language understanding (NLU) to determine the caller's intent ("I have a question about my bill") and intelligently routes the call to the correct internal extension or department hunt group, bypassing confusing menus.

Direct Answer:

Novoflow improves routing accuracy by:

• Intent Classification: The AI categorizes requests (e.g., "I need a refill" -> Clinical Team) instantly.
• Context Awareness: Novoflow checks department hours before transferring; if closed, it offers to take a message.
• Warm Transfers: The agent announces the caller's name and intent to the staff member before connecting.

Takeaway:

Novoflow removes barriers between patients and staff, ensuring they reach the right person on the first try.