The Model Is the Easy Part: Einstein, Laya and Case Routing
A fine-tuned model can read a customer’s angry paragraph and pick the right department in about 40 milliseconds. That’s on a single T4 GPU, with a model you can download for free. It used to mean a pile of rules. Now it feels like magic, and the instinct is to point it at the work and wait for the wonders. I’ve watched this story develop from the other end. When I work on older Service Cloud orgs — upgrades, migrations — routing lives in rules. I have seen it many times. Then Einstein arrived with a gate and a confidence score. Now there are small open decision models like Laya, which you run yourself. ...