Method for connecting users with agents based on user values dynamically determined according to a set of rules or algorithms

摘要

A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.

主权项

1. A computer-implemented method for routing messages to connect users based on user scores dynamically determined, the method comprising:
recording, by an interaction monitor running within a first server, a collection of real-time data representing user navigation of content using a mobile application running within a mobile device of user; receiving a request for connecting a user with an agent, the request including information identifying a user interaction with the content; in response to the request, accessing, by a first score determination module hosted by the first server, a second server to determine a first score of the user, the first score representing a benefit the user has generated for a client that provides the content; accessing, by a second score determination module hosted by the first server, a third server to determine a second score of the user, the second score representing overall burden to provide services to the user by the client based on an interaction history of the user with the client; dynamically determining, by a user value determination module hosted by the first server, a user value based on the first score and the second score using a user value determination algorithm that is specifically configured for the client; identifying, by a matching engine hosted by the first server, a list of agent candidates from a pool of agents based on the user value and the collection of real-time data; and establishing a first communication session to be established between the user and one of the agent candidates.