Systems for automated profile building, skillset identification, and service ticket routing

A system, comprising:

• a non-transitory memory;
• and
• one or more hardware processors configured to read instructions from the non-transitory memory to perform operations comprising:
• receiving activity data corresponding to an activity that has occurred;
• identifying one or more profiles that will receive points for the activity;
• identifying whether there are one or more skills associated with the activity;
• calculating a number of points to be awarded for each of the one or more skills;
• updating the one or more profiles to reflect points awarded to the one or more skills;
• and
• assigning a service request to a first profile of the one or more profiles based at least in part on the first profile having points corresponding to the one or more skills associated with the service request.

A system, comprising:

• a non-transitory memory;
• and
• one or more hardware processors configured to read instructions from the non-transitory memory to perform operations comprising:
• training a machine learning algorithm to identify one or more skills associated with a service request using a training data set;
• receiving the service request;
• identifying the one or more skills associated with the service request;
• assigning the service request to an agent possessing the one or more skills;
• receiving feedback regarding whether the service request was properly assigned to the agent;
• updating the training data set;
• and
• retraining the machine learning algorithm using the updated training data set.