Patent ID: 9723149
Date: 2017-08-01
CPC Classifications: G06Q,H04M

Claim:
1. A method comprising: obtaining communication information based on one or more customer communication iterations between a customer service channel and an electronic device in relation to a customer inquiry from the electronic device, wherein the electronic device comprises at least one sensor; detecting customer emotion information and customer situation context information based on customer information obtained from the electronic device, wherein a portion of the customer information is recorded by the at least one sensor of the electronic device; retrieving redirection option information comprising one or more redirection options available for a condition corresponding to the customer situation context information from an assistant-redirection knowledge base; and determining whether a redirection from the customer service channel to a different customer service channel is necessary based on the customer situation context information, the communication information, the customer emotion information, and the redirection option information; wherein at least one of the one or more redirection options is provided as a redirection suggestion to the electronic device with a justification for the redirection in response to determining the redirection is necessary; and wherein an answer response for the customer inquiry is provided to the electronic device in response to determining the redirection is unnecessary.