Customer relationship management system based on electronic conversations

摘要

The disclosed embodiments illustrate methods and systems for managing a conversation between a first user and a customer care agent. The method includes extracting one or more features from a first conversation between said first user and said customer care agent. The first conversation corresponds to an ongoing conversation over an electronic communication medium. The method includes determining a score for a feature. The score indicates a deviation of a value of said feature from an average of values of said feature determined from historical conversations involving said first user. The method includes aggregating said score for each of said one or more features of said first conversation. Thereafter, the method includes redirecting said first conversation of said first user to a third user during said first conversation based on said aggregation. The third user manages said first conversation between said first user and said customer care agent.