ZoePlatform
Zoe routes a question to the right specialist agent without being named
Ask about a topic one of your specialist agents covers and Zoe hands the request to that agent automatically, instead of only doing so when you name the agent. She still answers directly when no agent covers the topic or the lookup is trivial.
Your administrator defines the agent roster and each agent's role in the customer portal. The role description is what a request is matched against, so specific wording routes better than a generic one. Hand-offs still appear in the conversation as their own card, and there is a cap on how many agents Zoe consults for a single request.