METHOD, APPARATUS, SYSTEM, AND COMPUTER PROGRAM PRODUCT FOR INTELLIGENTLY ROUTING CALLS AND CREATING A SUPPORTING COMPUTER INTERFACE

摘要

An enhanced mechanism for intelligently routing a call and providing a supporting computer interface on a screen of one or more computers connected to a network. In an embodiment, a service request form is provided on a customer's computer by which a customer provides customer-input information. A data file (e.g., an XML file) is generated with the customer-input information and transmitted over a data network. A service routing, integration, mining and personalization (SRIMP) engine receives, via the data network, the data file. The SRIMP engine routes a call (e.g., a VoIP call) to a customer care agent selected based on the data file. In addition, the SRIMP engine creates an agent's view computer interface the content of which is based on the data file. The SRIMP engine may, for example, send personalized information and portlets to the selected agent's browser that are needed to address the customer's question. The SRIMP engine may also create a customer's view computer interface the content of which is based on the data file.