Patent ID: 11902468
Assignee: AMERICAN EXPRESS TRAVEL RELATED SERVICES COMPANY, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 7:
8. A computer-implemented method comprising:
receiving, by a computing device, a request from a client device of a user to open a data communication session with an agent, the request being associated with a user account;
identifying, by the computing device, a user intent from a message from the client device;
determining, by the computing device, a user segment classification for the user account;
identifying, by the computing device, an agent account of the agent to participate in the data communication session based at least in part on the agent account being associated with the user segment classification and the user intent; and
establishing, by the computing device, the data communication session, via a voice or messaging application, between an agent client device for the agent and the client device based at least in part on the agent account being identified for participation in the data communication session.