Method and system for the routing of requests using an automated classification and profile matching in a networked environment
US6510431B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 28, 1999 |
| Grant date | Jan 21, 2003 |
| Priority date | — |
| Expiry date | Jun 28, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L69/329
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A system and method for routing customer requests to advisors is disclosed. The system and method comprises at least one customer server process for receiving customer requests and classifying the information to produce a classified request, the classified request comprising the original request and at least one attribute. The system further comprises at least one advisor server process for receiving the classified requests, comparing the classified requests by associated profiles from the advisors to find matching attributes with classified request, and creating a connection between the requesting customer and at least one advisor, the at least one advisor having submitted a profile with matching attributes. A routing system in accordance with the present invention reduces response time to a problem and saves advisor time. The system also provides for an automatic response to frequent problems at increased efficiency. Finally, a system and method in accordance with the present invention is widely applicable to online shopping and customer service.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.