Contextual artificial intelligence (ai) based routing of network communication

A method performed by a system integrated with a communication platform for assisting a routing of a communication, the method comprising:

• obtaining, by a processing unit of the system, context information indicating a context of the communication;
• determining, by the processing unit, routing information based on the context information for assisting routing of the communication;
• wherein the processing unit comprises a neural network model implemented as a part of a contact center or configured to communicate with the contact center, wherein the neural network model is trained based on data endpoints of the contact center, and is configured to provide the routing information to assist the routing of the communication based on the context information.

A computer-product comprising a non-transitory medium storing instructions, wherein an execution of the instructions will cause a method to be performed by a system integrated with a communication platform for assisting a routing of a communication, the method comprising:

• obtaining, by a processing unit of the system, context information indicating a context of the communication;
• determining, by the processing unit of the system, routing information based on the context information for assisting routing of the communication;
• wherein the processing unit comprises a neural network model implemented as a part of a contact center or configured to communicate with the contact center, wherein the neural network model is trained based on data endpoints of the contact center, and is configured to provide the routing information to assist the routing of the communication based on the context information.