Systems and methods for processing and routing communications
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United States of America Patent
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Jun 23, 2015
Grant Date -
N/A
app pub date -
May 11, 2007
filing date -
May 11, 2007
priority date (Note) -
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Abstract
Systems and methods to process communications received from a user are described herein. In one example, the system may include a communications handling module that receives communications from users and a routing decision engine that selects an agent to process the communication. In another example, the method may include, receiving a communication from a user, parsing their need from the communication, and processing the communication using the need and other needs. In a further example, the method may include anticipating a service or product that may be of interest to the user and servicing that during a single interaction with an agent, where the interaction was initiated by the user for another need.
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