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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
First Claim
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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.

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