Intelligently routing customer communications
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United States of America Patent
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Apr 11, 2006
Grant Date -
Jun 23, 2005
app pub date -
Dec 18, 2003
filing date -
Dec 18, 2003
priority date (Note) -
In Force
status (Latency Note)
Importance
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.
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