Fuzzy-logic routing system for call routing with-in communication centers and in other telephony environments
First Claim
1. A computerized routing system for routing communications events to final destinations comprising;
- a communications routing apparatus for receiving and routing the communications events;
a system-client interface for accepting input from the communications events upon arrival of the events to the communications routing apparatus, and translation of the input into a needs expression (NE);
a data repository for storing a capability expression (CE) for at least one communications agent; and
a software application for performing a fuzzy logic match between NE and CE, and for determining routing destinations for the communications events based on the results of the match.
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Abstract
A fuzzy-logic routing system is provided for routing communications events to agents working in a telephony environment. The routing system uses parsed input taken from communications events upon arrival of those events to a telephony switch or IP data router to create needs expressions, which reflect the intended purposes of originators of the communications events. The system, using the needs expressions, performs a data search in a repository containing capabilities expressions, which reflect capabilities of service agents and/or automated systems responsible for handling the communications events. Upon suitably matching a needs expression with a capabilities expression, the system then routes the associated communications event to the associated agent. The system may be integrated to CTI telephony systems, data network telephony systems, or a combination thereof.
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Citations
22 Claims
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1. A computerized routing system for routing communications events to final destinations comprising;
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a communications routing apparatus for receiving and routing the communications events;
a system-client interface for accepting input from the communications events upon arrival of the events to the communications routing apparatus, and translation of the input into a needs expression (NE);
a data repository for storing a capability expression (CE) for at least one communications agent; and
a software application for performing a fuzzy logic match between NE and CE, and for determining routing destinations for the communications events based on the results of the match. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A software application for determining routing destinations for communications events comprising;
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a parsing module for parsing input from a communications event, producing a parsed result;
a data-search module for searching a data repository for agent characteristics matching the parsed result; and
an optimization module for optimizing the results of the data search and selecting a routing destination from the optimized data. - View Dependent Claims (10, 11, 12, 13, 14, 15)
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16. A method for routing communications events to communications agents comprising the steps of;
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(a) obtaining input data from the communications events;
(b) parsing the obtained data for keywords and phrases;
(c) performing a data search of agent characteristics using the parsed keywords and phrases;
(d) optimizing data returned in the search;
(e) determining a routing destination from the optimized data; and
(f) routing the communications events to the selected routing destination. - View Dependent Claims (17, 18, 19, 20, 21, 22)
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Specification