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

Claim 14:
15. A system, comprising:
a processor; and
a memory coupled to the processor and storing data thereon that, when executed by the processor, enable the processor to:
receive a communication associated with a customer of a 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.