ALEXANDRIA, Va., Sept. 23 -- United States Patent no. 12,425,515, issued on Sept. 23, was assigned to Avaya Management LP (Santa Clara, Calif.).
"Message routing in a contact center" was invented by Philip McCann (Galway, Ireland).
According to the abstract* released by the U.S. Patent & Trademark Office: "The present disclosure provides, among other things, a method of managing contacts in a contact center, the method including: receiving a text-based communication from a customer of the contact center; analyzing the text-based communication to determine a relevancy associated with the text-based communication; based on the analysis, determining a relevancy level to assign to the text-based communication; tagging the text-based communica...