Patent ID: 9736301
Date: 2017-08-15
CPC Classifications: G06F,H04M

Claim:
1. A computer program product, comprising: a non-transitory computer readable storage medium having program instructions embodied therewith, the program instructions readable by a processing circuit to cause the processing circuit to perform a method of facilitating communications between customers and customer service representatives in a customer service environment, the method comprising: performing a graphical text analysis on a graph of expressions of a customer to identify an interaction style of the customer; performing a graphical text analysis on a graph of expressions for each customer service representative of a plurality of customer service representatives to identify an interaction style of each of the plurality of customer service representatives; selecting a customer service representative from the plurality of the customer service representatives based on the interaction style of the customer and the interaction style of each of the plurality of customer service representatives; and starting a communication between the customer and the selected customer service representative.