REAL-TIME PREDICTIVE ROUTING

REAL-TIME PREDICTIVE ROUTING

The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent The methods include receiving a customer communication, predicting a personality type of the customer associated with the customer communication, and providing...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: SKEEN WILLIAM DUANE, JOYCE BRENDAN, BROWN DOUGLAS, GUSTAFSON DAVID, GATES MICHAEL GLEN, CONWAY KELLY
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent The methods include receiving a customer communication, predicting a personality type of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the personality type prediction and historical customer data.