Electronic communication routing based data accuracy

A method for routing electronic communications comprising:

• receiving, by a processor, an electronic communication from a first communication device, wherein the electronic communication comprises a plurality of separate items of information associated with a service request entered by a user in a user input window and wherein the plurality of separate items comprise a separate problem description and one or more separate classification fields;
• determining, by the processor, an accuracy level for the plurality of separate items of information associated with the service request is based on one or more discrepancies between the problem description and the one or more classification fields and a history of prior electronic communications;
• in response to determining the accuracy level for the plurality of separate items of information associated with the service request, identifying, by the processor, a communication system associated with a contact center and/or a contact center agent;
• and
• in response to identifying the communication system associated with the contact center and/or contact center agent, routing, by the processor, the electronic communication to the communication system.

A method comprising:

• receiving, by a processor, an electronic communication from a first communication device, wherein the electronic communication comprises a separate problem description and one or more separate classification fields of a service request entered by a first user in a user input window;
• determining, by the processor, an accuracy level for a plurality of separate items of information associated with the service request, wherein the accuracy level for the plurality of items is based on one or more discrepancies between the separate problem description and the one or more separate classification fields;
• in response to determining the accuracy level for the plurality of separate items of information associated with the service request, routing, by the processor, the service request to a communication system associated with a contact center and/or a contact center agent;
• detecting, by the processor, a pattern in the one or more discrepancies based on a history of prior electronic communications;
• in response to detecting the pattern in the one or more discrepancies, modifying the user input window by at least one of:
• changing, by the processor, a description of at least one of the one or more separate classification fields in the user input window;
• changing, by the processor, a selection in the at least one of the one or more separate classification fields in the user input window;
• or
• adding, by the processor, an additional classification field in the user input window;
• and
• sending for display, by the processor, the modified user input window to a second user.