AUTOMATIC NEGATIVE QUESTION HANDLING

摘要

A contact center system can receive messages from social media sites or centers. The system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response.

主权项

1. A method for determining an agent routing in a contact center, the method comprising:
receiving, by a processor, a long message from a consumer; identifying content in the long message with negative sentiment; determining whether the identified content is actionable; and if the identified content is negative and actionable, providing the long message to an agent for response.