Systems and methods for intelligent routing call center solutions

摘要

Intelligent routing systems and methods of use to match a user from a user call with a unique ID associated with the user, generate a plurality of call reason predictions for the user call with an intelligent router module of the intelligent routing system based on the unique ID, generate a confidence level and a likelihood rating with the intelligent router module for each call reason prediction of the plurality of call reason predictions, determine a call reason prediction with a highest likelihood rating and such that the confidence level for the call reason prediction exceeds an associated confidence level threshold that is machine learned and adjustable, determine a call routing service mode from a plurality of service modes based on the call reason prediction, and route the user call to the call routing service mode.