公开(公告)号：US11089159B2

公开(公告)日：2021-08-10

申请号：US16506811

申请日：2019-07-09

Applicant: Avaya Inc.

Inventor： John Conroy ,  Paresh Dhakan ,  Richard Simpson

IPC: H04M3/51 ,  H04M3/523 ,  H04L12/58

Abstract: An inbound communication is received by a contact center. For example, the inbound communication may be a text-based communication. The inbound communication is classified based on feedback from one or more prior inbound communications. For example, the feedback may be based on whether a previous communication was transferred, was dropped, based on feedback provided by a contact center agent, based on feedback provided by a user, and/or the like. In response to classifying the first inbound communication, the inbound communication is routed differently in the contact center. For example, the inbound communication is routed to a different contact center queue based on the feedback of the previous communication.

公开(公告)号：US20210014357A1

公开(公告)日：2021-01-14

申请号：US16506811

申请日：2019-07-09

Applicant: Avaya Inc.

Inventor： John Conroy ,  Paresh Dhakan ,  Richard Simpson

IPC: H04M3/51 ,  H04M3/523 ,  H04L12/58

Abstract: An inbound communication is received by a contact center. For example, the inbound communication may be a text-based communication. The inbound communication is classified based on feedback from one or more prior inbound communications. For example, the feedback may be based on whether a previous communication was transferred, was dropped, based on feedback provided by a contact center agent, based on feedback provided by a user, and/or the like. In response to classifying the first inbound communication, the inbound communication is routed differently in the contact center. For example, the inbound communication is routed to a different contact center queue based on the feedback of the previous communication.