SYSTEM AND METHOD FOR MEANING DRIVEN PROCESS AND INFORMATION MANAGEMENT TO IMPROVE EFFICIENCY, QUALITY OF WORK, AND OVERALL CUSTOMER SATISFACTION

摘要

A customer service system for providing enhanced guidance and resources to service agents and providing an enhance ability to select service agents that are best suited to address specific customers and specific customer needs, and methods for manufacturing and using same. The customer service system includes a system server with a semantic engine configured to analyze customer contact events and customize service agent interfaces based on determined customer needs.