| 摘要 |
PROBLEM TO BE SOLVED: To provide an intelligent routing system, and a method for routing a caller to a contact clerk at a contact center.SOLUTION: A method for routing a caller to a contact clerk at a contact center, includes: grading one or more contact clerks according to the attainment to optimum dialogues such as an increase in income, a decrease in expenditure, an increase in customer's satisfaction, and the like; and routing a caller preferentially to the graded contact clerk so as to have an increased possibility of obtaining selected optimum dialogues. Another method includes: routing a caller having certain characteristics preferentially to a contact clerk having certain characteristics; determining population statistics and psychographics characteristics of callers and contact clerks so as to increase a possibility of optimum dialogues; and using the data with a pattern matching algorithm. |
