Skill-Based Routing Of Customer Requests Using A Publish-Subscribe Broker
Publication Date: 2014-Sep-09
The IP.com Prior Art Database
A method and system is disclosed for skill-based routing of customer requests using a publish-subscribe broker.
Page 01 of 4
Skills based routing is a common feature of most modern Customer Relationship Management (CRM) systems. Traditionally, CRM systems are designed to work with a global telephone network and Interactive Voice Response (IVR) systems are used to guide customers to agents with the right skill set. With the emergence of new technologies such as Web Real-Time Communication (WebRTC), which enable Voice over Internet Protocol (VoIP) capabilities in web browsers with no plugins, contextual communications from web and mobile applications is becoming common. By initiating a VoIP call from a website Hyper-Text Markup Language 5 (HTML5) based call button,
-Based Routing Of Customer Requests Using A Publish
Based Routing Of Customer Requests Using A Publish -
web context and history related to user experience is preserved and passed to an agent in real-time.
Disclosed is a method and system for skill-based routing of customer requests using a publish-subscribe broker, according to an embodiment of the present invention. The method and system also relies on web context to route the customer request to a skilled agent. The method and system enables skill-based customer-to-agent routing for web and mobile applications using an off-the-shelf publish-subscribe broker. The method and system enables VOIP call routing or routing of Instant Message (IM) sessions for an agent. The method and system uses Message Queuing Telemetry Transport (MQTT) and relies on MQTT broker features for enabling skill-based routing of customer request. As MQTT is used and publish-subscribe protocols are common, the method and system can be applicable to publish-subscribe brokers that support features such as, but not limited to, shared subscriptions, and Last Will and Testament.
The below Figure illustrates a diagrammatic representation of the method and system for skill-based routing of customer requests using a publish-subscribe broker.
Page 02 of 4
The method and system provides an algorithm to initiate a real-time help request from a