Method and system for routing text based interactions
View Patent ↗Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.
1. A method of routing messages related to a text based interaction, the method comprising:
receiving a message related to the interaction;
analyzing text included in the message by extracting features from the text to produce an analysis result, wherein the text is related to the interaction;
selecting an agent associated with a contact center based on the analysis result; and
routing the message to the selected agent,
wherein the analysis result is produced by:
providing the features to a set of models;
executing the set of models; and
producing a set of relevance parameters, wherein the parameters reflect a level of relevance of the interaction to a respective set of categories.
2. The method of claim 1 , wherein the interaction is related to one of: an electronic chat application, a short message service (SMS), an electronic mail application and a social network related application.
3. The method of claim 1 , comprising configuring a network device to route subsequent messages related to the interaction to the selected agent.
4. The method of claim 1 , comprising selecting an additional destination for said message and forwarding said message to said additional destination.
5. The method of claim 1 , wherein the analyzing text, selecting a destination and routing the message are performed in real-time.
6. The method of claim 1 , comprising receiving metadata and historical data related to the message and selecting a destination based, at least in part, on said metadata and said historical data.
7. The method of claim 1 , comprising associating the interaction with a predefined category based on the analysis result and selecting an agent associated with the category to handle the interaction.
8. The method of claim 1 , comprising generating a model, wherein the model is used for categorize an interaction.
9. The method of claim 1 , comprising associating the interaction with a category if the relevance parameter is above a predefined threshold.
10. The method of claim 1 , wherein analyzing the text comprises determining dissatisfaction of a customer and the method further comprising selecting an administrator as an additional destination for the message.
11. The method of claim 10 , wherein routing messages from a first agent to a second agent comprises providing the first agent and the second agent with text exchanged during the interaction.
12. The method of claim 1 , wherein analyzing the text comprises:
continuously analyzing text;
determining a best agent to handle the interaction; and
routing messages from a first agent to a second agent during the interaction.