System and methods for intelligent routing of customer requests using customer and agent models
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United States of America Patent
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May 14, 2002
Grant Date -
N/A
app pub date -
May 3, 1999
filing date -
Aug 20, 1998
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
System and methods for intelligent routing of requests from customers to agents where a request is received at a service center from a customer. Identification information related to the customer is accessed. Background information on the customer is retrieved from a storage facility. Task and attitude information about the customer is gathered. A model of the customer is created. Models for at least two agents are created. A performance optimizing calculation is performed that matches the customer model and the models for the at least two agents. A best match agent from the at least two agents is determined based on the matching. The customer request is routed to the best match agent.
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