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System and method for intelligent task management and routing

  • US 10,162,685 B2
  • Filed: 11/20/2017
  • Issued: 12/25/2018
  • Est. Priority Date: 06/29/2015
  • Status: Active Grant
First Claim
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1. A system for routing tasks to multiple agents, the system comprising:

  • one or more servers, each server having at least one processor and a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to;

    receive one or more tasks and, for each task, create a task object representing the task and place the task in a first buffer;

    execute a first routing strategy, wherein the instructions that cause the processor to execute the first routing strategy include instructions that cause the processor to analyze the content of each task object in the first buffer, determine at least one classification that is relevant to the content of the task object, and add the classification to metadata of the task object;

    route each task object in the first buffer to a second buffer in response to executing the first routing strategy;

    execute a second routing strategy different from the first routing strategy, wherein the instructions that cause the processor to execute the second routing strategy include instructions that cause the processor to analyze the metadata and the content of a particular task object of the task objects in the second buffer and identify one or more agents for assignment of the particular task object based on at least a partial match of the classification with one or more characteristics associated with the one or more agents; and

    route the particular task object in the second buffer to a workbin corresponding to one of the one or more agents in response to executing the second routing strategy.

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