Mastercard Incorporated
INTELLIGENT INQUIRY RESOLUTION CONTROL SYSTEM

Abstract:

Aspects of the disclosure provide a computerized method and system that intelligently selects a qualified agent who is available to timely resolve a client issue that was expressed to a processor in a free form natural language communication. In examples, agent selection is accomplished from beginning to end, free from human involvement. Further, unique feedback functionalities are provided, which improve selection functionality by electronically recognizing trending resolution preferences and adapting the provided computerized method and system based thereon.