Patent Document ID: 8761377
Application ID: 13018903

Base Claim:
1. A computer-implemented method comprising: receiving, at an interface, a first customer service interaction, the first customer service interaction including data from a phone call, text, email, chat, or website post; determining, with a processor operatively coupled to the interface, service request information from the first customer service interaction; determining, with the processor, an identity of a customer from the service request information; accessing, via the interface, social media based on the identity; determining, with the processor, social media information from the social media; and calculating, with the processor, routing information for a second customer service interaction based on the service request information and the social media information, wherein the routing information is calculated according to vector based matching using at least two vectors, wherein a first vector of the at least two vectors includes two or more factors pertaining to the social media information, and wherein a second vector of the at least two vectors includes two or more factors pertaining to the service request information.

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Claim 4:
4. The method of claim 1 , further comprising: filtering, with the processor, the social media information by at least one aspect of the service request information.