路由客户查询，以便以最恰当的响应为他们提供服务。直接客户询问最适合的人员或系统。拥有能够有效引导这些请求的系统或程序。 Routing customer inquiries in order to service them with the most apposite response. Direct customer inquires to the best suited personnel or system. Have a system or procedure capable of efficiently channeling these requests.