Method and system for automatically routing a telephonic communication

A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:

• a customer history database storing historic data comprising call type data, distress assessment data, call preference data, and customer profile, and the historic data being associated with a stored customer identifier;
• and,
• a first server configured to receive a customer identifier input signal from a communication system, wherein the customer identifier input signal is generated from at least one of:
• automatic number identification (ANI), a customer voice portal prompted variable, or an IP address, the server comprising logic that, when executed by a processor:
• communicates with the customer history database;
• determines whether the received customer identifier input signal corresponds to the stored customer identifier in the customer history database;
• record a telephonic communication from a caller to obtain caller voice data;
• mines the historic data associated with the received customer identifier in the caller voice data;
• analyzes historic data corresponding to the received customer identifier and the mined historic data when the received customer identifier input signal corresponds to the stored customer identifier in the customer history database, wherein the customer profile included in the historic data is based on one or more components of a customer's demographic identity;
• associates the telephonic communication with one of a plurality of communication destination addresses, the association being based on the analysis of the historic data corresponding to the received customer identifier and the customer's demographic identity;
• communicates the associated communication destination to a switch, wherein the switch is configured to route the telephonic communication to the associated communication destination address;
• generates a customer routing record for the customer that comprises the analyzed historic data;
• and
• associates the customer routing record with each customer identifier and stores the customer routing record in the customer history database to facilitate future customer call routing.

A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:

• an interactive voice response system configured to receive telephonic communications and caller commands, the interactive voice response system further being configured to communicate with a telephone switch and a routing server;
• a telephone switch configured to route at least one of the received telephonic communications to one of a plurality of communication destination addresses;
• a recording server in operable communication with the routing server, the recording server configured to record a telephonic communication between a caller and a customer service representative and comprising logic that, when executed by a processor:
• mines the caller voice data associated with a customer identifier associated with the telephonic communication, wherein the customer identifier is generated from at least one of:
• automatic number identification (ANI), a customer voice portal prompted variable, or an IP address;
• generates distress assessment data associated with the caller voice data;
• generates call preference data associated with the telephonic communication;
• and
• transmits the mined customer identifier, distress assessment data and call preference data to a customer history database;
• and
• a routing server configured to receive a transmitted customer identifier from the interactive voice response system, the routing server comprising logic that, when executed by a processor:
• receives the customer identifier;
• determines whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer history database is configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising call type data, distress assessment data, call preference data and customer profile;
• analyzes the historic data corresponding to the received customer identifier and the stored customer identifier;
• associates the at least one of the received telephonic communication communications with one of a plurality of communication destination addresses, wherein the association of the at least one of the received telephonic data communications with one of the predetermined communication destination addresses is based on the analysis of the stored historic data, wherein the customer profile included in the stored historic data is based on one or more components of a customer's demographic identity;
• transmits a signal identifying the associated communication destination address;
• generates a customer routing record for the customer that comprises the analyzed historic data;
• and
• associates the customer routing record with each customer identifier and stores the customer routing record in the customer history database to facilitate future customer call routing.

A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments to automatically routing an electronic voice communication to at least one of a plurality of communication destination addresses, the non-transitory computer readable medium comprising the code segments that, when executed by a processor:

• receive a customer identifier, wherein the customer identifier is generated from at least one of:
• automatic number identification (ANI), a customer voice portal prompted variable, or an IP address;
• determine whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded electronic voice communication having a corresponding stored customer identifier, the stored historic data comprising call type data, distress assessment data, call preference data and customer profile;
• record an electronic voice communication from a caller to obtain caller voice data;
• mine the historic data associated with the received customer identifier in the caller voice data;
• analyze the historic data corresponding to the received customer identifier and the stored customer identifier, wherein the customer profile included in the historic data is based on one or more components of a customer's demographic identity;
• associate the electronic voice communication with one of a plurality of communication destination addresses, the association of the electronic voice communication with one of the plurality of communication destination addresses being based on the analyzing of the historic data;
• provide routing instructions which comprise identifying the associated communication destination address;
• generate a customer routing record for the customer that comprises the analyzed historic data;
• and
• associate the customer routing record with each customer identifier and store the customer routing record in the customer history database to facilitate future customer call routing.