| 摘要 |
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. |
| 主权项 |
1. A system for routing incoming customer tasks, comprising:
a node comprising a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises:
instructions, that when executed, receive a customer task;instructions, that when executed, return a list of available agents, wherein the available agents exclude agents that exceed a predetermined work threshold; andinstructions, that when executed, provide a routing recommendation based on predicted customer personality type, task type, customer data, agent data, or a combination thereof. |
