Patent Document ID: 9864995
Application ID: 15139514

Base Claim:
1. A method for customer contact handling at a customer service system, comprising: receiving, at a system server, contact text and contact metadata from a user communication device; determining, at the system server, semantic characteristics of the contact text based on semantic analysis of the contact text; identifying, at the system server, a user profile based on the contact metadata; retrieving, at the system server, user data associated with the identified user profile; determining, at the system server, a contact need classification based on the semantic characteristics and user data; selecting, at the system server, a service agent profile from a plurality of service agent profiles based on one or more of the contact need classification, semantic characteristics, and user data; initiating, by the system server, a contact event with an agent communication device associated with the selected service agent profile; and providing, by the system server, contact event data to the agent communication device.

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Claim 7:
7. The method of claim 1 , further comprising: receiving contact event text correspondence data; and determining semantic characteristics of the contact event text correspondence data based on semantic analysis of the contact event text correspondence data.