Systems and methods for communication routing
AssigneeCogito Corporation
InventorJoshua Feast
Life of this patent
Estimating the term…
Abstract
Apparatus and methods consistent with the present disclosure route electronic communications to an appropriate resource that can efficiently and effectively provide responses to inquires included in or that are associated with a particular electronic communication. Methods and apparatus consistent with the present disclosure may be optimized for various different types of communication mediums with different sets of capabilities, requirements, or constraints by evaluating data that may be associated with historical information or with a stream of information.
Claims20
A method for routing communications, the method comprising:
- receiving a request from a computing device associated with a requestor that is associated with a first type of communication channel;
- receiving information included in a set of communications with the requestor computing device;
- calculating an emotional exhaustion score, the calculation based on the received information included in the set of communications;
- identifying that the emotional exhaustion score has at least met an emotional exhaustion threshold;
- and
- initiating a corrective action based on the emotional exhaustion score at least meeting the exhaustions threshold.
A non-transitory computer-readable storage medium having embodied thereon a program executable by a processor for routing communications, the method comprising:
- receiving a request from a computing device associated with a requestor that is associated with a first type of communication channel;
- receiving information included in a set of communications with the requestor computing device;
- calculating an emotional exhaustion score, the calculation based on the received information included in the set of communications;
- identifying that the emotional exhaustion score has at least met an emotional exhaustion threshold;
- and
- initiating a corrective action based on the emotional exhaustion score at least meeting the exhaustions threshold.
An apparatus for routing communications, the apparatus comprising:
- a memory;
- and
- a processor that:
- receives a request from a computing device associated with a requestor that is associated with a first type of communication channel,
- receives information included in a set of communications with the requestor computing device,
- calculates an emotional exhaustion score, the calculation based on the received information included in the set of communications,
- identifies that the emotional exhaustion score has at least met an emotional exhaustion threshold, and
- initiates a corrective action based on the emotional exhaustion score at least meeting the exhaustions threshold.
Dependencies are inferred from the claim text.