Patent ID: 6389400
Filing Date: 2002-05-14
Classification: G06Q,H04M

Abstract:
A method for intelligent routing of requests from a customer to an agent in a telecommunications environment comprising:receiving a request from a customer; creating a model of the customer, the model of the customer being calculated from a detailed profile of the customer's needs, task objectives, sales preference, and expectations for satisfaction; creating a model of at least two agents; comparing the model of the customer with each of the models of the at least two agents; routing the request from the customer to a best matched agent of the at least two agents based on the comparing; obtaining identifying information from the customer; retrieving historical background information regarding the customer based on the identifying information; searching for historical background information regarding the customer's account based on the identifying information; and obtaining information regarding the customer's current task objective and the customer's current expectations for satisfaction, the customer's current task objective and the customer's current expectations for satisfaction each comprising one or more attributes, the customer's expectations for satisfaction attributes comprising at least one of the customer's willingness to be up-sold additional products or services, the customer's preference for a lengthy or brief negotiation, and the customer's desire to have questions answered.