Patent ID: 8923501

Claim:
A computer-implemented method of handling contacts at a contact center, the method being operable in a contact center system, the method including the steps of: a) directing a contact received at the contact center to a natural language processing (NLP) engine for processing in order to identify at least one characteristic of the contact; b) identifying by the NLP engine keywords associated with the contact which are weighted and analyzed in accordance with a workflow; c) utilizing information available in a previously stored contact record associated with the contact during processing by the NLP engine to improve the accuracy of the identification of the at least one characteristic; d) labeling a contact entity representing the contact with a label identifying the characteristic; e) utilizing the at least one characteristics determined by the NLP engine to identify at least one skillset associated with agents of the contact center which is mostly closely representative of the characteristic; f) assigning the contact to the agent having a skillset most closely representative of the characteristic; and g) responsive to the agent successfully handling the contact, updating by a processor of the contact center system, an agent record associated with the agent, to indicate a proficiency in handling contacts associated with the characteristic.