Techniques for context-based call routing for support services

A computing device comprising:

• one or more processors;
• and
• one or more non-transitory computer-readable media storing computer-executable instructions that, when executed by the one or more processors, cause computing device to perform operations comprising:
• receiving, from an automatic call distributor (ACD) component, first information associated with a call received from a user;
• generating, based on the first information associated with the call, a set of potential call reasons wherein the set of potential call reasons is generated using a trained machine-learning model;
• determining, from the set of potential call reasons, a selected call reason;
• identifying a support unit associated with the selected call reason;
• providing, to the ACD component, an indication of the support unit;
• and
• upon determining that the call is rerouted from the support unit to a second support unit, storing information about the rerouted call in a reroute database, and updating the trained machine-learning model based on the stored information about the rerouting of the call to the second support unit, wherein the updated trained machine-learning model is configured to correlate information about subsequent calls to the second support unit based on the stored reroute information.

One or more non-transitory computer-readable media storing computer-executable instructions that, when executed by one or more processors, cause the one or more processors to perform operations comprising:

• receiving first information about a call received from a user;
• retrieving second information associated with the call;
• generating, based on the second information associated with the call, a set of potential call reasons, wherein the set of potential call reasons is generated using a trained machine-learning model;
• determining, from the set of potential call reasons, a selected call reason;
• identifying a support unit associated with the selected call reason;
• providing an indication of the support unit in response to the received information;
• and
• upon determining that the call is rerouted from the support unit to a second support unit, storing information about the rerouted call in a reroute database, and updating the trained machine-learning model based on the stored information about the rerouting of the call to the second support unit, wherein the updated trained machine-learning model is configured to correlate information about subsequent calls to the second support unit based on the stored reroute information.