Method and system for routing text based interactions

• US 8,473,624 B2
• Filed: 07/21/2010
• Issued: 06/25/2013
• Est. Priority Date: 07/21/2010
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: Mart, Beeri, Wasserblat, Moshe, Lewkowicz, Oren, Gazit, Omer, Tsfoni, Zohar, Margolis, Stas, Ephrat, Ronit, Ben-Ami, Hadas Liberman
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US12/840,777
• Publication Number:
  US 20120020473A1
• Time in Patent Office: 1,070 Days
• Field of Search: 37926501-26603, 709226-229
• US Class Current: 709/228
• CPC Class Codes: H04L 51/212 using filtering or selective blocking
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.

Claims

1. A method of routing messages related to a text based interaction, the method comprising:

receiving a message related to the interaction;

analyzing text included in the message by extracting features from the text to produce an analysis result, wherein the text is related to the interaction;

selecting an agent associated with a contact center based on the analysis result; and

routing the message to the selected agent,

wherein the analysis result is produced by;

providing the features to a set of models;

executing the set of models; and

producing a set of relevance parameters, wherein the parameters reflect a level of relevance of the interaction to a respective set of categories.

2. The method of claim 1, wherein the interaction is related to one of:

an electronic chat application, a short message service (SMS), an electronic mail application and a social network related application.

3. The method of claim 1, comprising configuring a network device to route subsequent messages related to the interaction to the selected agent.

4. The method of claim 1, comprising selecting an additional destination for said message and forwarding said message to said additional destination.

5. The method of claim 1, wherein the analyzing text, selecting a destination and routing the message are performed in real-time.

6. The method of claim 1, comprising receiving metadata and historical data related to the message and selecting a destination based, at least in part, on said metadata and said historical data.

7. The method of claim 1, comprising associating the interaction with a predefined category based on the analysis result and selecting an agent associated with the category to handle the interaction.

8. The method of claim 1, comprising generating a model, wherein the model is used for categorize an interaction.

9. The method of claim 1, comprising associating the interaction with a category if the relevance parameter is above a predefined threshold.

10. The method of claim 1, wherein analyzing the text comprises determining dissatisfaction of a customer and the method further comprising selecting an administrator as an additional destination for the message.

11. The method of claim 10, wherein routing messages from a first agent to a second agent comprises providing the first agent and the second agent with text exchanged during the interaction.

12. The method of claim 1, wherein analyzing the text comprises:

continuously analyzing text;

determining a best agent to handle the interaction; and

routing messages from a first agent to a second agent during the interaction.