A company can use bots to route customer requests based on sentiment and emotion by integrating a bot platform with a call center system. The bot first chats with the customer, determines their intent and emotional state, and then updates the task attributes in TaskRouter to indicate that the task has been bot qualified. This allows for more efficient routing of customers to the best-suited agents. Additionally, the use of messaging for customer service enables agents to handle multiple interactions simultaneously, making it possible to specify how many tasks an agent can handle concurrently using the new multitasking feature of TaskRouter. The system also uses Marketplace AddOns to gather information about the customer, such as their name and address. Overall, this approach aims to improve the efficiency and effectiveness of customer service by leveraging technology to better understand customer needs and preferences.