发明名称 |
REAL-TIME PREDICTIVE ROUTING |
摘要 |
<p>The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.</p> |
申请公布号 |
WO2014159732(A1) |
申请公布日期 |
2014.10.02 |
申请号 |
WO2014US24921 |
申请日期 |
2014.03.12 |
申请人 |
MATTERSIGHT CORPORATION |
发明人 |
CONWAY, KELLY;GUSTAFSON, DAVID;BROWN, DOUGLAS;GATES, MICHAEL, GLEN;SKEEN, WILLIAM, DUANE;JOYCE, BRENDAN |
分类号 |
G06Q30/00 |
主分类号 |
G06Q30/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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