Patent attributes
Techniques are described for routing service requests, in a service environment, based on a category of a previously terminated service session. A category is determined for a first service session involving an individual, the category being a topic, question, and/or problem discussed during the first service session. An activity record may be stored that identifies the individual and the category of the first service session. If the first service session is terminated, a reconnection dialog can be presented to request a reconnection. A second service request may be sent based on the selection through the reconnection dialog. Responsive to receiving the second service request, the activity record may be accessed and used to determine the category of the previous service session. The service request can then be automatically routed to a service representative suited to handle requests in that particular category.
