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

Claim 0:
1. A system, comprising:
a computing device comprising a processor and a memory; and
machine-readable instructions stored in the memory that, when executed by the processor, cause the computing device to at least:
receive a request from a client device to open a data communication session with an agent, the request being associated with a user account;
identify interaction data associated with the user account;
determine a set of user scores for the user account based at least in part on the interaction data;
determine a user segment classification for the user account based at least in part on the set of user scores;
identify 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 agent being available to participate in the data communication session; and
establish the data communication session, via a voice or messaging application, between an agent client device of the agent and the client device based at least in part on the agent account being identified for participation in the data communication session.