One issue with contact or call centers is long wait times. Proposed herein is a solution that seeks to tackle or decrease customer wait times when calling a call center by implementing a routing system based on a graph algorithm. This advanced routing system can help to ensure that customers are directed to the most suitable available agent. Moreover, the system may facilitate cost optimization by offering a user-friendly platform for training the existing agents on new topics.
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Liu, Xinna; Jayaraj, Jasna; Desai, Vaibhav Jagannath; and Jain, Saurabh, "SIMILAR TOPICS ROUTING FOR CALLS ON CONTACT CENTER", Technical Disclosure Commons, (May 30, 2023)