Patent ID: 9065917
Filing Date: 2015-06-23
Classification: G06Q,H04M

Abstract:
1. A non-transitory machine-readable medium for routing an inbound communication comprising instructions, which when executed by a machine, cause the machine to execute the following software modules: a call handling module to receive inbound communications from a user; and a routing decision engine to select an agent to process the inbound communication using at least a present expressed need of the user to pay a balance on a credit card and one or more determined unexpressed needs of the user, based on specific information of the user and general demographic information, wherein demographic information includes aggregated information of one or more groups of users which the user has contact with, wherein the aggregated information is related to the specific information of the user and retrieved from third party data resources, and to send instructions to the call handling module to route the inbound communication to the selected agent.