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Skill-Based Routing Of Customer Requests Using A Publish-Subscribe Broker Disclosure Number: IPCOM000238632D
Publication Date: 2014-Sep-09
Document File: 4 page(s) / 72K

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A method and system is disclosed for skill-based routing of customer requests using a publish-subscribe broker.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 35% of the total text.

Page 01 of 4

-Subscribe Broker

Subscribe Broker

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

website to an agent that is associated with a specific skill-set using MQTT. An actual request to start a real-time communications session can also be initiated instead of sending an initial help request and in turn expedite session setup. With the method and system, both agent and customer applications are built using standard web based programming languages requiring no plugins at a browser. The programming language can be Javascript*. The method and system can also be built using off-the-shelf MQTT brokers. By viewing a website as a tree of topic paths, agents can subscribe on one or more nodes in the topic tree to receive help request published from customers directly from a webpage. The context associated with the webpage dictates the skill set associated with the agent receiving the help request. The method and system relies on use of a message by both the customer and agents supportin...