发明名称 |
Intelligently routing customer communications |
摘要 |
Communications are routed to an agent. An agent model is selected for each of a group of agents, based upon an identified modality of an incoming communication from a requester. An agent is determined corresponding to one of the selected agent models best matched to a requester corresponding to the incoming communication. A communication connection is established between the requester and the best matched agent.
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申请公布号 |
US2006098803(A1) |
申请公布日期 |
2006.05.11 |
申请号 |
US20050311140 |
申请日期 |
2005.12.20 |
申请人 |
SBC KNOWLEDGE VENTURES, L.P. |
发明人 |
BUSHEY ROBERT R.;KNOTT BENJAMIN A. |
分类号 |
H04M3/00;H04M3/51 |
主分类号 |
H04M3/00 |
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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