SYSTEM AND METHOD FOR AUTOMATIC INTENTION EVALUATION AND COMMUNICATION ROUTING

摘要

A communication system and method for routing communications can include a communication device that is configured to route a communication connection based on empirical data relating to an attempted communication. For instance, in some embodiments the device of a communication system can be configured to utilize stored and classified empirical data for automatically determining a subject of an attempted communication made by a user via the user's communication terminal and dependencies the user for that attempted communication may have on a callee for use in establishing a connection for the caller based on the determined dependencies and determined subject of the attempted communication. Information regarding the determined subject of the communication attempt can be based on the stored empirical data. The attempted communication can also be rerouted to another user based on the empirical communication data if that attempted communication is not established within a pre-selected time period.

主权项

1. A method for routing a communication request for a communication session comprising:
receiving a first request for a communication session from a first communication terminal of a first user that is addressed to a second communication terminal of a second user or an address associated with the second user; evaluating past communication data for communications involving the first user and the second user to identify topics that are common to communications involving the first user and communications involving the second user to identify probable topics of the first request; evaluating past communication data for communications involving other users to determine topics that those users are able to address for the first user; determining that a third user of the other users is best for addressing at least one identified topic of the first request based on the evaluating of the past communication data for communications involving the other users and an evaluation of past communication data involving the first user; and upon a determination that the first request was not accepted for establishing the communication session within a pre-selected time period, routing the first request to a third communication terminal of the third user determined to be the best for addressing the at least one identified topic of the first request or an address associated with the third user.