Method for connecting a user with an agent based on workflow stages of a workflow dynamically created using a workflow template

A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform operations, the operations comprising:

• receiving a request from a user device of a user to contact an agent associated with the server;
• in response to the request, identifying a list of a plurality of agents by matching a user profile of the user with a plurality of agent profiles of the plurality of agents;
• generating a workflow based on the identified plurality of agents using a workflow template, the workflow including a plurality of workflow stages;
• establishing a first communication session between the user device and a first agent device of a first of the plurality of agents associated with a first of the workflow stages;
• determining whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session;
• and
• in response to determining that the first criteria has been satisfied, establishing a second communication session between the user device and a second agent device of a second of the plurality of agents associated with a second of the workflow stages.

A data processing system operating as a server, comprising:

• a processor;
• and
• a memory coupled to the processor to store instructions, which when executed by the processor, cause the processor to perform operations, the operations including
• receiving a request from a user device of a user to contact an agent associated with the server,
• in response to the request, identifying a list of a plurality of agents by matching a user profile of the user with a plurality of agent profiles of the plurality of agents,
• generating a workflow based on the identified plurality of agents using a workflow template, the workflow including a plurality of workflow stages,
• establishing a first communication session between the user device and a first agent device of a first of the plurality of agents associated with a first of the workflow stages,
• determining whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session, and
• in response to determining that the first criteria has been satisfied, establishing a second communication session between the user device and a second agent device of a second of the plurality of agents associated with a second of the workflow stages.