CPC G06Q 10/06398 (2013.01) [G06Q 10/063114 (2013.01); G06Q 30/016 (2013.01); G10L 15/26 (2013.01); H04M 3/5175 (2013.01)] | 20 Claims |
1. A communication routing device, comprising:
a network interface configured to establish a network connection between a first device associated with a user and a second device associated with a first agent;
a memory operable to store:
a performance record, wherein:
the performance record identifies a plurality of agents;
each agent is mapped to a plurality of knowledge scores; and
each knowledge score indicates an expertise level in a knowledge area; and
a resolution mapping identifying a plurality of issue types, wherein:
each issue type is mapped to a plurality of resolution types; and
a performance score is associated with each combination of an issue type and a resolution type; and
a processor operably coupled to the network interface and the memory, and configured to:
receive a communication request from the user via a chat window or a webpage;
assign the user to a first issue cluster based on the communication request, wherein the first issue cluster is associated with one or more issue types;
assign the first agent to a first knowledge cluster, wherein the first knowledge cluster corresponds to a first knowledge area that is associated with the one or more issue types;
identify the first agent within the first knowledge cluster based on a first knowledge score that is associated with the first knowledge area;
establish the network connection between the user and the first agent, the network connection is a voice call, a video call, or a text-based chat session;
capture at least a portion of a real-time two-way communication between the user and the first agent via the network connection;
identify a first issue type for the user by performing a speech recognition process, a text recognition process, or a natural language processing on a user's portion of the captured portion of the real-time two-way communication;
identify a first resolution type provided by the first agent by performing the speech recognition process, the text recognition process, or the natural language processing on a first agent's portion of the captured portion of the real-time two-way communication;
identify a first performance score from the resolution mapping based on a combination of the first issue type and the first resolution type;
update the first knowledge score that is associated with the first knowledge area in the performance record for the first agent based on the first performance score;
identify a recommendation for the first agent based at least in part on the first performance score; and
send the recommendation to the first agent.
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