Patent ID: 8634542
Filing Date: 2014-01-21
Classification: H04M

Abstract:
1. A method for routing callers to agents in a call-center routing environment, the method comprising the acts of: receiving or determining, by one or more computers, caller data associated with an incoming caller; determining or receiving, by the one or more computers, either a type or a degree or both the type and the degree, of the caller data associated with the caller, wherein a respective degree comprises a respective portion of a set of caller data types; selecting, by the one or more computers, an algorithm from at least two different algorithms for matching the caller to an agent, wherein at least one of the at least two different algorithms comprises an adaptive correlation algorithm trained on past caller data and/or agent data for agent-caller pairs matched according to the adaptive correlation algorithm, wherein the one or more computers select the algorithm based on either the type or the degree of the caller data associated with the caller that was determined or received, or based on both the type and the degree of the caller data associated with the caller that were determined or received; and causing, by the one or more computers, the caller to be routed based at least in part on results obtained from using the selected algorithm.