Rule- & AI-based Routing: Precise Transaction Control

Every transaction automatically finds its place — routed to the right inbox, team, or core system. By seamlessly combining business rules with AI-driven analytics, incoming data is classified, prioritized, and assigned in real time. This ensures maximum throughput speed, permanently relieves operational teams, and builds the foundation for high straight-through processing (STP) rates.

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Route transactions to the right destination in real time

After classification in input management, each process must find its way — to the correct inbox, team, representation, or directly into dark processing, completely without human intervention. This task is handled by Macros eDistribute, the distribution service of eWorkplace-

Process suite: It decides in real-time, based on rules and increasingly supported by AI, where an object goes. This applies not only to inboxes but also to third-party systems like SharePoint or a specialized application when a process should land there instead of with a caseworker.

What eDistribute specifically offers

eDistribute covers the entire range of distribution — from simple rules to skill- and AI-based allocation.

The range extends from deterministic rule sets to intelligent allocation using AI and a dynamic skills matrix. Tasks are thus assigned in real-time to the optimal handler or target system, eliminating manual detours and drastically reducing turnaround times.

By continuously considering priorities, deadlines, and handler availabilities, the system ensures precise load distribution across all channels and teams.

On people and systems distribute

The standard case, especially in eClient and process handling, is the distribution to mailboxes — individual, team, or group mailboxes, depending on the organizational structure. However, eDistribute also covers the case where no person is the target: processes can also be routed to third-party systems, such as SharePoint or a connected specialized application, when further processing takes place outside of eClient.

Distributing in single and multiple stages

Assign based on skill and workload

Distribution is not only based on rigid criteria but also on the skills and current workload of the employees. Skill definitions, processing times per type of case (SZF), and deadlines (SLA) are taken into account for allocation. The load distribution can occur on a percentage basis — globally or at the team level — with absences, part-time work, and the amount already allocated on the day being automatically considered.

Consolidate processes with the previous handler

Automatically bridge absences

Prioritize urgent items and handle exception workflows

Use KI services as a criterion

Incorporate fraud detection into dynamic routing

ItsReal Frame:Detect identifies manipulated documents right at intake, making this fraud indicator immediately available as a criterion within eDistribute. How this data drives distribution is entirely up to the insurer's business logic: some route flagged cases straight to a specialized fraud investigation team, bypassing standard case processing. Others deliver the transaction through regular channels while prominently highlighting the fraud alert for the assigned specialist to review. Both approaches are easily configured via routing rules.

Keep decisions transparent

Why routing is far more than a simple dispatch rule

At first glance, routing seems simple: criterion A leads to inbox B. In practice, however, multiple criteria overlap simultaneously, responsibilities shift constantly, and every misallocation wastes precious time — either through manual rerouting by caseworkers or by dragging out processing from hours into days.

That is why eDistribute empowers business departments to design and maintain routing logic themselves — without coding, without IT tickets, and without waiting for release cycles:

No-Code Rule Editor: Business departments create and modify routing rules themselves — in real time, with zero release dependencies.

Pre-Rollout Simulation: Test new rules against individual cases or historical batch data before going live, giving complete visibility into their impact before deployment.

Complex Logic, Streamlined Design: Structure rules through hierarchies and parameters to reduce overall rule count and keep complex enterprise logic easy to maintain.

Data Sources from Any System: Drive routing decisions using case data, external databases, web services, and AI microservices.

Key Business Benefits

Precise routing directly drives performance across the entire end-to-end process:

Routing logic stays directly with the business team

Changes to responsibilities, transaction types, or team structures are no longer an IT project — they are handled instantly through real-time configuration.

Fewer misallocated cases thanks to pre-launch simulation

New rule sets are validated against historical production data prior to rollout, eliminating operational disruptions in live environments.

Maximized straight-through processing (STP)

Transactions flow directly into automated target systems (such as line-of-business applications or SharePoint) or proceed seamlessly to downstream AI processing.

Fair & transparent workload distribution

Skill- and load-based allocation prevents team burnout and ensures a balanced distribution of work queues across the organization.

FAQ

Does eDistribute only route to team inboxes, and can routing be based on AI assessments?

1. No. While routing to individual, team, or group inboxes is the standard scenario, eDistribute can just as easily dispatch transactions to third-party platforms like SharePoint or core line-of-business applications whenever downstream processing takes place there.

2. Yes. AI services—such as sentiment analysis or fraud detection—integrate seamlessly as standard criteria directly within your routing rules.

Does IT need to be involved whenever a routing rule changes?

How do you prevent a new rule from disrupting live operations?

How are absences handled, and what happens when Frame:Detect flags potential fraud?

1. Absent employees receive no new incoming cases. If a designated backup or delegate is specified, they automatically take over assigned tasks.

2. That depends on your business configuration. Some insurers route suspicious cases directly to a specialized fraud investigation team before a caseworker ever sees them. Others route the file through standard channels and highlight the warning within eClient. Both strategies are easily configured as routing rules.

Looking to manage responsibilities dynamically and maximize straight-through processing? Talk to our experts about how eDistribute delivers real-time, rule-based routing across your entire organization.

Macros Reply

Macros Reply is the Reply Group company that provides innovative solutions to help organizations make their processes more efficient and intelligent. Its portfolio includes input management, electronic mailboxes and files, rule-based and AI-based routing, and document management. The company delivers seamlessly integrated 360° solutions and automation using Agentic AI, Generative AI, machine learning, and robotic process automation (RPA), enabling customers to focus on their core business. In addition, Macros Reply provides comprehensive consulting on regulatory requirements to help ensure compliance across all business processes.