Patent ID: 11936808
Assignee: AVAYA MANAGEMENT L.P.
Field: Telecommunications (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 28:
29. A contact center, comprising:
a server including a processor and a message routing engine that is executable by the processor and that enables the processor to:
receive a communication associated with a customer of the contact center;
analyze the communication to determine a relevancy associated with the communication;
tag the communication with a tag that identifies the determined relevancy;
update a priority associated with assigning the communication to an agent of the contact center based at least in part on the relevancy tag;
store the communication with the tag in a database of communications;
enable a machine learning process to analyze the database of communications; and
update a data model used to automatically tag communications with tags based on the analysis performed by the machine learning process.