{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-11509769","patent":{"patent_number":"US-11509769","title":"Systems and methods for flexible and extensible contact center routing","assignee":null,"inventors":[],"filing_date":"2022-01-28T00:00:00.000Z","publication_date":"2022-11-22T00:00:00.000Z","cpc_codes":["H04M","H04M","H04M","H04M"],"num_claims":20,"abstract":"Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined for each agent capable of servicing the incoming communications for each of the one or more customers based on customer attributes and/or agent attributes that are adjustable and extensible. An incoming communication is routed from a customer to an agent having a highest pairing score with the customer. The incoming communication can be routed on a first communication channel and then switched over to a second communication channel. The first communication channel and second communication channel can be different types of communication channels."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"Systems and methods for flexible and extensible contact center routing","description":"Systems and methods for flexible and extensible contact center routing are disclosed. Incoming communications are received at a contact center from one or more customers. A pairing score is determined","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-11509769","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-11509769","citation_suggestion":"Patentable. \"Systems and methods for flexible and extensible contact center routing\" (US-11509769). https://patentable.app/patents/US-11509769","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-11509769","json":"https://patentable.app/api/llm-context/US-11509769","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-30T18:07:06.396Z"}