Patent ID: 8744062
Filing Date: 2014-06-03
Classification: H04M

Abstract:
1. A computer implemented method for providing automated customer distribution services, the computer comprising at least one processor and a data repository operatively coupled to the at least one processor, the method comprising: identifying a customer based on the customer's contact with a service center; accessing, via the at least one processor, the customer's account information from the data repository; predicting, via the at least one processor, a likely reason for the contact based on information associated with the customer account information; automatically selecting, via the at least one processor, a group of agents specifically trained to address the predicted likely reason for the contact; generating, via the at least one processor, prior to transferring the customer to the group of agents, a script that is most likely related to the predicted likely reason for the customer contact; automatically determining, via the at least one processor, whether an agent from the group of agents is available to receive the customer contact, and if so: