How to perform Call Text scanning for the below scenario?

Summary:

Call Text Scanning – Based on the call text (description) identify the key words and then system should take some actions. For example, if call description has “ATM1234” then don’t assign that service call to remote technicians always assign it to field even though the ATM is marked for remote fixing.

Content (required):

Call Text Scanning – Based on the call text (description) identify the key words and then system should take some actions. For example, if call description has “ATM1234” then don’t assign that service call to remote technicians always assign it to field even though the ATM is marked for remote fixing.