System and method for meaning driven process and information management to improve efficiency, quality of work, and overall customer satisfaction

1. A method for customer contact handling at a customer service system, comprising:

determining, at a system server, a contact need classification based at least in part on semantic characteristics of contact text from a communication device;

selecting, at the system server, a service agent profile from a plurality of service agent profiles based at least in part on the contact need classification; and

initiating, by the system server, a contact event with an agent communication device associated with the selected service agent profile.

2. The method of claim 1 , further comprising providing, by the system server, contact event data to the agent communication device.

3. The method of claim 2 , further comprising modifying a contact event interface at the agent communication device based on the contact event data.

4. The method of claim 3 , wherein modifying the contact event interface comprises presenting at least a portion of the contact need classification.

5. The method of claim 1 , further comprising determining, at the system server, the semantic characteristics based on a semantic analysis of the contact text.

6. The method of claim 1 , further comprising receiving, at the system server, the contact text from the communication device, wherein the communication device is associated with a customer.

7. The method of claim 1 , further comprising:

receiving contact event text correspondence data; and

determining semantic characteristics of the contact event text correspondence data based on a semantic analysis of the contact event text correspondence data.

8. A customer service system comprising:

a memory device configured to store machine-readable instructions; and

a system server including one or more processing devices, in response to executing the machine-readable instructions, configured to:

determine a contact need classification based at least in part on semantic characteristics of contact text from a communication device;

select a service agent profile from a plurality of service agent profiles based at least in part on the contact need classification; and

initiate a contact event with an agent communication device associated with the selected service agent profile.

9. The system of claim 8 , wherein the system server is further configured to provide contact event data to the agent communication device.

10. The system of claim 9 , wherein the customer service system is further configured to modify a contact event interface at the agent communication device based on the contact event data.

11. The system of claim 10 , wherein to modify the contact event interface the customer service system is configured to present at least a portion of the contact need classification.

12. The system of claim 8 , wherein the customer service system is further configured to determine the semantic characteristics based on a semantic analysis of the contact text.

13. The system of claim 8 , wherein the system server is further configured to:

receive contact event text correspondence data; and

determine semantic characteristics of the contact event text correspondence data based on semantic analysis of the contact event text correspondence data.

14. A method for customer contact handling at a customer service system, comprising:

determining, at a system server, a contact need classification based at least in part on semantic characteristics of contact audio data from a communication device;

selecting, at the system server, a service agent profile from a plurality of service agent profiles based at least in part on the contact need classification; and

initiating, by the system server, a contact event with an agent communication device associated with the selected service agent profile.

15. The method of claim 14 , further comprising:

determining, at the system server, speech characteristics of the contact audio data; and

determining, at the system server, the semantic characteristics based on a semantic analysis of the speech characteristics.

16. The method of claim 15 , further comprising providing, by the system server, contact event data to the agent communication device.

17. The method of claim 16 , further comprising modifying a contact event interface at the agent communication device based on the contact event data.

18. The method of claim 17 , wherein said modifying the contact event interface comprises presenting at least a portion of the contact need classification.

19. A customer service system comprising:

a memory device configured to store machine-readable instructions; and

a system server including one or more processing devices, in response to executing the machine-readable instructions, configured to:

determine, at a system server, a contact need classification based at least in part on semantic characteristics of contact audio data from a communication device;

select, at the system server, a service agent profile from a plurality of service agent profiles based at least in part on the contact need classification; and

initiate, by the system server, a contact event with an agent communication device associated with the selected service agent profile.

20. The system of claim 19 , wherein the system server is further configured to:

determine speech characteristics of the contact audio data; and

determine the semantic characteristics based on a semantic analysis of the speech characteristics.

21. The system of claim 19 , wherein the system server is further configured to provide contact event data to the agent communication device.

22. The system of claim 21 , wherein the customer service system is further configured to modify a contact event interface at the agent communication device based on the contact event data.

23. The method of claim 22 , wherein to modify the contact event interface the customer service system is to present at least a portion of the contact need classification.