Intelligently routing customer communications
First Claim
1. A method for intelligently routing customer communications to an agent, comprising:
- receiving a customer'"'"'s request to initiate communications;
identifying a modality of the requested communications;
obtaining a profile of the customer;
selecting one of a plurality of agent models for each of a plurality of agents, based upon the identified modality;
comparing the profile with the selected model for each of the plurality of agents to determine a best match, and establishing a communications connection between the customer and the best matched agent.
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Accused Products
Abstract
A method for intelligently routing customer communications to an agent includes receiving a customer'"'"'s request to initiate communications. A modality of the requested communications is identified and a profile of the customer is obtained. An agent model is generated for each modality supported by each agent. An agent model is selected from a set of agent models for each of a set of agents, based upon the identified modality. The profile of the customer is compared with the selected model for each of the set of agents to determine a best match. A communications connection is established between the customer and the best matched agent.
247 Citations
21 Claims
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1. A method for intelligently routing customer communications to an agent, comprising:
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receiving a customer'"'"'s request to initiate communications;
identifying a modality of the requested communications;
obtaining a profile of the customer;
selecting one of a plurality of agent models for each of a plurality of agents, based upon the identified modality;
comparing the profile with the selected model for each of the plurality of agents to determine a best match, and establishing a communications connection between the customer and the best matched agent. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An apparatus for intelligently routing customer communications to an agent in a telecommunications environment, comprising:
at least one processor that receives a customer'"'"'s request to initiate communications, identifies a modality of the requested communications, obtains a profile of the customer, selects one of a plurality of agent models for each of a plurality of agents, based upon the identified modality, compares the profile with the selected model for each of the plurality of agents to determine a best match, and establishes a communications connection between the customer and the best matched agent. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A computer readable medium that stores a program for intelligently routing customer communications to an agent, comprising:
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a request receiving source code segment that receives a customer'"'"'s request to initiate communications;
a modality identifying source code segment that identifies a modality of the requested communications;
a profile obtaining source code segment that obtains a profile of the customer;
an agent model selecting source code segment that selects one of a plurality of agent models for each of a plurality of agents, based upon the identified modality;
a comparison source code segment that compares the profile with the selected model for each of the plurality of agents to determine a best match, and establishing a communications connection between the customer and the best matched agent. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification