Patent ID: 9350867
Filing Date: 2016-05-24
CPC Classification: G06Q,H04M

Claim Text:
1. A method for enhanced interaction processing in a contact center, the method comprising: receiving, by a router coupled to a telecommunications network, an interaction associated with a customer; detecting, by a processor coupled to the router, the interaction pending at the router; retrieving, by the processor, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs, wherein the first customer segment is associated with a first objective of the contact center; predicting, by the processor, an outcome of the pending interaction; identifying, by the processor, a second customer segment based on the predicted outcome, wherein the second customer segment is associated with a second objective of the contact center different from the first business objective; re-associating, by the processor, the customer to the second customer segment; and handling, by the processor, the pending interaction according to the second objective instead of the first objective, wherein in handling the second objective, a device of the contact center is configured to engage in communication with a device of the customer over the telecommunications network.