Patent attributes
A method for self-learning adaptive routing can include receiving a contact along with a sequence of events from a customer via a graphical user interface on a web page within a browser window. A universal resource locator (“URL”) of the web page can be captured and mapped with the sequence of events to the contact. A matching routing rule can be used to route the contact to an appropriate customer service queue. An agent associated with the customer service queue can view a co-browsing preview of the customer's desktop, which the agent can use to transfer the contact to a different customer service queue. A machine learning algorithm can create a new routing rule based on the URL of the web page, the sequence of events, the co-browsing preview, the second routing, and the determination that the second agent associated with the second customer service queue resolved the contact.
