Invention Grant
- Patent Title: Answer based agent routing and display method
- Patent Title (中): 基于答案的代理路由和显示方式
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Application No.: US13833453Application Date: 2013-03-15
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Publication No.: US09247061B2Publication Date: 2016-01-26
- Inventor: George Erhart , Valentine C. Matula , David Skiba
- Applicant: Avaya Inc.
- Applicant Address: US NJ Basking Ridge
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US NJ Basking Ridge
- Agency: Sheridan Ross P.C.
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/523 ; H04M3/51

Abstract:
A system can determine a best routing of a customer contact based on analysis of one or more automatically generated answers. A customer may provide an inquiry through a social media contact. The contact center can analyze the inquiry to generate one or more automated answers. The system then analyzes the automated answers. The analysis may include studying various attributes of the answer, either in relation to the inquiry or based in historical data. From the analysis, the system can modify the answers and/or provide a different or improved pool of agents to handle the contact. Thus, an improved set of answers and agents is provided for managing the contact.
Public/Granted literature
- US20140270145A1 ANSWER BASED AGENT ROUTING AND DISPLAY METHOD Public/Granted day:2014-09-18
Information query