Intelligently routing customer communications

Details Intelligently routing customer communications Intelligently routing customer communications

2006-04-11

2006-04-11

Smith, Creighton (Department: 2645)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265130

Reexamination Certificate

active

07027586

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.

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