The embodiment of the present disclosure provides a method for smart gas call center feedback management and an Internet of things (IoT) system thereof. The method is implemented based on a smart gas management platform. The method includes: receiving a call message of a target customer through a call center, and a content of the call message being related to a gas business; determining a feedback mode by analyzing the call message through the call center; in response to the feedback mode being manual feedback, determining a target operator through the call center to feed back a call of the target customer; and in response to the feedback mode being automatic feedback, determining a feedback content through the call center and sending the feedback content to the target customer.

A technique relates to communication resource allocation. A computer system monitors a communication between a conversational entity communication channel and a user device. A type of the communication associated with the user device is determined based on the communication. A replacement communication channel to replace the conversational entity communication channel is determined, in response to the type of the communication. The replacement communication channel is coupled to the user device in place of the conversational entity communication channel.

Methods and systems described in this disclosure allow customers to personalize their phone experience when calling into an organization. In some embodiments, customers who may benefit from this service are identified based on the content of the customer's previous or current phone calls to the organization. The identified customers may be invited to enroll and to provide preferences for a customized Interactive Voice Response experience. In some embodiments, the customer can elect to hear the balances of one or more of his accounts without going through a phone menu or asking a representative to look up the relevant amounts. Once enrolled, when the customer dials into the organization and upon successful authentication, the organization proactively states the customer's account balances with no further customer request.

Disclosed are systems and methods for routing inbound communications at call centers in order to enhance customer experience and call center agent efficiency. In order to effectively route communications, customer service call types and one or more agent performance rates responding to said customer service calls are analyzed in order to determine which one or more call center agents should be routed which specific customer service call type. Additionally, tools are disclosed for analyzing call center agent performance rates and assigning call center agents to service specific customer service call types.

Systems and methods for intelligently routing a member of an organization to a single point-of-contact within an optimized, secure network to address all the member's healthcare needs are described. The disclosed intelligent routing configurations transform and process, in real-time, vast amounts of member data to generate aggregated diagnoses and a member score specific to each member's household. The scores, among other things, are used to determine an identification of special needs and an appropriate advocate within the organization to route the member, and its account file containing real-time member and household level data.

Customers of a contact center are subject to a high level of processing in order to best match the customer’s needs with an agent qualified to address those needs. However, such processing is often unwarranted, such as when the customer wishes to speak with their personal agent. When a customer is willing to forgo quickly being connected to the next available agent in favor of waiting to be connected with their designated personal agent, even if such a connection occurs at a later time, demands on processing and network resources is decreased. The customer, such as in a second communication, is connected with their personal agent to address the customer’s needs.

A method and system matching contact center agents and back office staff with a customer inquiry. Exemplary systems include an expert term extraction engine, a customer term extraction engine, and a matching engine to compare customer request terms to the expert terms from the customer term extraction engine. The comparison determines whether there is a match or potential match between the customer request terms and the stored expert terms. An exemplary system may also include a timer that communicates with one or more communication servers. Back office staff may assist contact center agents when one or more conditions are met, such as when a customer wait time exceeds a predetermined period or when there is no match or potential match between the customer request terms and the stored expert terms for contact center agents.

System and methods for classifying free-form occupation inputs into prescribed occupation inputs are provided. In one embodiment, a machine receives an occupation; generates a meaning vector; compares the meaning vector against meaning vectors associated with a prescribed set of occupations; determines meaning scores for the prescribed set of occupations based upon an affinity between vector and the vectors associated with the prescribed set of occupations; selects a subset of the prescribed set of occupations based upon the meaning scores for the prescribed set of occupations; presents a selectable list of the subset of prescribed occupations; receives an indication of a selection a particular prescribed occupation for the selectable list; and provides the particular prescribed occupation to a downstream-processing system that is configured to only handle occupations in prescribed set of occupations.

A system for selecting communication routes based on multiple criteria may allow users to configure call routing systems to dynamically route calls by performing one or more of: ranking call destinations (e.g., vendors or trunk locations), adjusting or replacing route groups, queuing calls, activating interactive voice responses (IVRs), and re-purposing ports and trunks.

A computerized-method for redirecting inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.