System and method for automatic intention evaluation and communication routing

A communication routing system comprising:

• at least one device having hardware, the hardware comprising at least one processor connected to non-transitory memory and at least one transceiver unit;
• the memory having at least one application stored therein that defines a method that is performed by the communication routing system when the application is executed by the processor, the method comprising:
• determining that a third user of other users is best for addressing at least one identified topic of a first request for a communication session that is addressed to a second communication terminal of a second user or includes an address associated with the second user based on:
• (i) an evaluation of past communication data for communications involving the first user and communications involving the second user that identified the at least one identified topic common to communications involving the first and second users to identify at least one probable topic of the first request and (ii) an evaluation of communications involving the other users that identify which of the at least one identified topic that those users are able to address for the first user;
• and
• upon a determination that the first request was not accepted for establishing the communication session within a pre-selected time period, routing the first request to a third communication terminal of the third user determined to be the best for addressing at least one identified topic of the first request or an address associated with the third user determined to be the best for addressing at least one identified topic of the first request.

A communication system comprising:

• a communication routing system having a computer device comprising at least one processor connected to non-transitory memory, the computer device configured to make communication routing determinations, the computer device being configured to evaluate past communication data for communications involving a first user associated with a first communication terminal and a second user associated with a second communication terminal to identify topics that are common to communications involving the first user and communications involving the second user to identify at least one probable topic of a first communication request;
• the computer device configured to evaluate past communication data for communications involving other users associated with other communication terminals to determine topics that are addressable by those other users for the first user;
• the computer device configured to determine that a third user of the other users is best for addressing at least one identified probable topic of the first request based on an evaluation of the past communication data for communications involving the other users and an evaluation of past communication data involving the first user;
• and
• the computer device configured such that, upon a determination that the first request was not accepted for establishing the communication session within a pre-selected time period, the first request is caused to be routed to a third communication terminal of the third user or an address associated with the third user.