INTELLIGENTLY ROUTING CALLS AND CREATING A SUPPORTING COMPUTER INTERFACE

摘要

An enhanced mechanismfor intelligently routing a call and providing a supporting computer interface on a screen of one or more computers connected to anetwork. In an embodiment, a service request form is provided on a customer s computerbywhich a customer provides customer-input information. A data file (e.g., an XML file) is generated with the customer- input information and transmitted over a data network. A service routing, integration, mining and personalization (SRIMP) engine receives, via the data network, the data file. The SRIMP engine routes a call (e.g., a VoIPcall) to a customer care agent selected based on the data file. In addition, the SRIMP engine creates an agent s view computer interface the content of which is based on the data file.The SRIMP engine may, for example,send personalized information and portletsto the selected agent s browser that are needed to addressthe customer s question.The SRIMP enginemay also create a customer s view computer interface the content of which is based on the data file.