DYNAMIC RECOMMENDATION OF ROUTING RULES FOR CONTACT CENTER USE
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United States of America
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Sep 21, 2017
app pub date -
Jun 1, 2017
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Jun 1, 2017
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Abstract
A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center, and based on information in the knowledge base. An output is then generated based on the predicted outcome.
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