Systems and methods for communication routing

Abstract

Apparatus and methods consistent with the present disclosure route electronic communications to an appropriate resource that can efficiently and effectively provide responses to inquires included in or that are associated with a particular electronic communication. Methods and apparatus consistent with the present disclosure may be optimized for various different types of communication mediums with different sets of capabilities, requirements, or constraints by evaluating data that may be associated with historical information or with a stream of information.

What is claimed is: 
     
         1 . A method for routing communications, the method comprising:
 receiving a request from a computing device associated with a requestor that is associated with a first type of communication channel;   receiving information included in a set of communications with the requestor computing device;   calculating an emotional exhaustion score, the calculation based on the received information included in the set of communications;   identifying that the emotional exhaustion score has at least met an emotional exhaustion threshold; and   initiating a corrective action based on the emotional exhaustion score at least meeting the exhaustions threshold.   
     
     
         2 . The method of  claim 1 , wherein the corrective action includes routing communications from the requestor user device to a computing device associated with a human agent and the method further comprises collecting communication information associated with communications between the requestor computing device and the human agent computing device. 
     
     
         3 . The method of  claim 2 , further comprising calculating an emotional exhaustion score associated with the human agent. 
     
     
         4 . The method of  claim 3 , further comprising identifying that the human agent emotional exhaustion score has crossed a threshold associated with the human agent. 
     
     
         5 . The method of  claim 4 , further comprising sending advice messages to the human agent computing device. 
     
     
         6 . The method of  claim 2 , further comprising identifying that the performance of the human agent is consistent with an event in a reward trigger list, wherein the human agent is provided with the reward based on the identification that the performance of the human agent is consistent with the event. 
     
     
         7 . The method of  claim 2 , further comprising:
 identifying that the performance of the human agent is consistent with a correlation threshold related to a human performance factor; and   storing information associated with the performance of the human agent in a database based on the identification that the performance of the human agent is consistent with the correlation threshold.   
     
     
         8 . A non-transitory computer-readable storage medium having embodied thereon a program executable by a processor for routing communications, the method comprising:
 receiving a request from a computing device associated with a requestor that is associated with a first type of communication channel;   receiving information included in a set of communications with the requestor computing device;   calculating an emotional exhaustion score, the calculation based on the received information included in the set of communications;   identifying that the emotional exhaustion score has at least met an emotional exhaustion threshold; and   initiating a corrective action based on the emotional exhaustion score at least meeting the exhaustions threshold.   
     
     
         9 . The non-transitory computer-readable storage medium of  claim 8 , wherein the corrective action includes routing communications from the requestor user device to a computing device associated with a human agent and the program is further executable to collect communication information associated with communications between the requestor computing device and the human agent computing device. 
     
     
         10 . The non-transitory computer-readable storage medium of  claim 9 , wherein the program is further executable to calculate an emotional exhaustion score associated with the human agent. 
     
     
         11 . The non-transitory computer-readable storage medium of  claim 10 , wherein the program is further executable to identify that the human agent emotional exhaustion score has crossed a threshold associated with the human agent. 
     
     
         12 . The non-transitory computer-readable storage medium of  claim 11 , wherein the program is further executable to send advice messages to the human agent computing device. 
     
     
         13 . The non-transitory computer-readable storage medium of  claim 9 , the program is further executable to identify that the performance of the human agent is consistent with an event in a reward trigger list, wherein the human agent is provided with the reward based on the identification that the performance of the human agent is consistent with the event. 
     
     
         14 . The non-transitory computer-readable storage medium of  claim 9 , wherein the program is further executable to:
 identify that the performance of the human agent is consistent with a correlation threshold related to a human performance factor; and   store information associated with the performance of the human agent in a database based on the identification that the performance of the human agent is consistent with the correlation threshold.   
     
     
         15 . An apparatus for routing communications, the apparatus comprising:
 a memory; and   a processor that:   receives a request from a computing device associated with a requestor that is associated with a first type of communication channel,   receives information included in a set of communications with the requestor computing device,   calculates an emotional exhaustion score, the calculation based on the received information included in the set of communications,   identifies that the emotional exhaustion score has at least met an emotional exhaustion threshold, and   initiates a corrective action based on the emotional exhaustion score at least meeting the exhaustions threshold.   
     
     
         16 . The apparatus of  claim 15 , wherein the corrective action includes routing communications from the requestor user device to a computing device associated with a human agent and communication information associated with communications between the requestor computing device and the human agent computing device are collected. 
     
     
         17 . The apparatus of  claim 16 , wherein the processor executes instructions out of the memory to calculate an emotional exhaustion score associated with the human agent. 
     
     
         18 . The apparatus of  claim 17 , wherein the processor executes instructions out of the memory to identify that the human agent emotional exhaustion score has crossed a threshold associated with the human agent. 
     
     
         19 . The apparatus of  claim 16 , wherein the processor executes instructions out of the memory to identify that the performance of the human agent is consistent with an event in a reward trigger list, wherein the human agent is provided with the reward based on the identification that the performance of the human agent is consistent with the event. 
     
     
         20 . The apparatus of  claim 16 , wherein the processor executes instructions out of the memory to identify that the performance of the human agent is consistent with a correlation threshold related to a human performance factor and the apparatus further comprising a database that stores information associated with the performance of the human agent.