Artificial-intelligence powered skill management systems and methods

A method, which comprises:

• receiving, by a processor, a customer communication;
• representing, by a processor, the customer communication as an array or a vector of one or more agent skills desired to handle the customer communication;
• routing the represented customer communication to an agent having the one or more agent skills;
• measuring, by a processor, performance of the agent in relation to the one or more agent skills during or after the customer communication based on data analysis using reinforcement learning;
• updating, by a processor in real-time, one or more performance scores of the agent in a skill profile based on data analysis using reinforcement learning, wherein the one or more performance scores are related to the one or more agent skills;
• and
• routing subsequent customer communications based on the updated one or more performance scores.

A non-transitory computer-readable medium having stored thereon computer-readable instructions executable by a processor to perform operations which comprise:

• receiving a customer communication;
• representing the customer communication as an array or as a vector of one or more agent skills desired to handle the customer communication;
• routing the represented customer communication to an agent having the one or more agent skills;
• measuring performance of the agent in relation to the one or more agent skills during or after the customer communication based on data analysis using reinforcement learning;
• updating, in real-time, one or more performance scores of the agent in a skill profile, wherein the one or more performance scores are related to the one or more agent skills based on data analysis using reinforcement learning;
• and
• routing subsequent customer communications based on the updated one or more performance scores.