System and method for text analysis and routing of written communication

A system for text analysis for routing of written communications to a customer service agent, comprising:

• a processor;
• and
• a non-transitory computer readable medium programmed with computer readable code that upon execution by the processor causes the processor to:
• receive a written communication from outside a customer engagement center system,
• in a text analytics service software module on a text analytics service unit, generate a sentiment of the written communication, a tone of the written communication, a meaning of the written communication, an intent of the written communication, and a threat indication, wherein the threat indication is an indication of a presence of threats in the written communication, further wherein the intent of the written communication is a list of action points ordered by importance,
• pass the written communication and the generated sentiment, the generated tone, the generated meaning, the generated intent, and the generated threat indication from the text analytics service unit to a smart routing engine,
• analyze, by the smart routing engine, the generated sentiment, the generated tone, the generated meaning, the generated threat indication, and a set of predetermined criteria to assign a customer service representative to receive the incoming written communication, wherein the predetermined criteria include rules conditioned upon customer service representative availability, customer service representative workload, and customer service representative skills,
• assign, by the smart routine' engine, the customer service representative to the incoming written communication,
• transfer the written communication from the smart routing engine to the assigned customer service representative,
• transfer the generated sentiment, the generated tone, the generated meaning, the generated intent and the generated threat indication to the customer service representative,
• display the written communication to the customer service representative on a customer engagement center desktop;
• and
• display the generated sentiment, the generated tone, the generated meaning, the generated intent, and the generated threat indication to the customer service representative on the customer engagement center desktop.

A non-transitory computer readable medium programmed with computer readable code that upon execution by a processor causes the processor to:

• receive a written communication from outside a customer engagement center system,
• using a text analytics service software module on a text analytics service unit, generate a sentiment of the written communication, a tone of the written communication, a meaning of the written communication, an intent of the written communication, and a threat indication, wherein the threat indication is an indication of a presence of threats in the written communication, further wherein the intent of the written communication is a list of action points ordered by importance,
• pass the written communication and the generated sentiment, the generated tone, the generated meaning, the generated intent, and the generated threat indication from the text analytics service unit to a smart routing engine,
• analyzing, by the smart routing enoine, the generated sentiment, the generated tone, the generated meaning, the generated intent, the generated threat indication, and a set of predetermined criteria to assign a customer service representative to receive the incoming written communication, wherein the predetermined criteria include rules conditioned upon customer service representative availability, customer service representative workload, and customer service representative skills,
• assign, by the smart routing engine, the customer service representative to the incoming written communication,
• transfer the written communication from the smart routing engine to the customer service representative,
• transfer the generated sentiment, the generated tone, the generated meaning, the generated intent, and the generated threat indication to the customer service representative,
• display the written communication to the customer service representative on a customer engagement center desktop, and
• display the generated sentiment, the generated tone, the generated meaning, the generated intent, and the generated threat indication to the customer service representative on the customer engagement center desktop.