| 摘要 |
Systems and methods for providing intelligent routing of customer inquiries via multi-channel communication tools. A dynamic router is provided that embraces interaction and manages resources of a back end system out to a portal. Such interaction can be via a chat session, a webpage, a telephone, or another manner of communication. When an individual (e.g., a customer or other individual) comes to a portal, the individual is dynamically routed to the preferred channel based on one or more of a variety of factors. A set of rules, customer information, and intelligent analysis combine to dynamically determine how to martial the resources to best service the individual. The routing provides a tailored experience specific to the particular individual rather than a static behavior that everyone would experience, and ensures that the communication takes place in a language that is desired by the individual.
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