Intelligently routing customer communications
AssigneeSBC Knowledge Ventures, L.P.
InventorsRobert R. Bushey, Benjamin A. Knott
Life of this patent
Estimating the term…
Abstract
A method for intelligently routing customer communications to an agent includes receiving a customer's request to initiate communications. A modality of the requested communications is identified and a profile of the customer is obtained. An agent model is generated for each modality supported by each agent. An agent model is selected from a set of agent models for each of a set of agents, based upon the identified modality. The profile of the customer is compared with the selected model for each of the set of agents to determine a best match. A communications connection is established between the customer and the best matched agent.
Claims21
A method for intelligently routing customer communications to an agent, comprising:
- receiving a customer's request to initiate communications;
- identifying a modality of the requested communications;
- obtaining a profile of the customer;
- selecting one of a plurality of agent models for each of a plurality of agents, based upon the identified modality;
- comparing the profile with the selected model for each of the plurality of agents to determine a best match, and
- establishing a communications connection between the customer and the best matched agent.
An apparatus for intelligently routing customer communications to an agent in a telecommunications environment, comprising:
- at least one processor that receives a customer's request to initiate communications, identifies a modality of the requested communications, obtains a profile of the customer, selects one of a plurality of agent models for each of a plurality of agents, based upon the identified modality, compares the profile with the selected model for each of the plurality of agents to determine a best match, and establishes a communications connection between the customer and the best matched agent.
A computer readable medium that stores a program for intelligently routing customer communications to an agent, comprising:
- a request receiving code segment that receives a customer's request to initiate communications;
- a modality identifying code segment that identifies a modality of the requested communications;
- a profile obtaining code segment that obtains a profile of the customer;
- an agent model selecting code segment that selects one of a plurality of agent models for each of a plurality of agents, based upon the identified modality;
- a comparison code segment that compares the profile with the selected model for each of the plurality of agents to determine a best match, and establishing a communications connection between the customer and the best matched agent.
Dependencies are inferred from the claim text.