Abstract: A contact need classification is determined based at least in part on semantic characteristics of contact text or contact audio data from a communication device. A service agent profile is selected from a plurality of service agent profiles based at least in part on the contact need classification. A contact event is initiated with an agent communication device associated with the selected service agent profile.

Abstract: 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.

Abstract: Customer contact handling at a customer service system. Contact text and contact metadata is received from a user communication device. Semantic characteristics of the contact text are determined based on semantic analysis of the contact text. A user profile is identified based on the contact metadata. User data associated with the identified user profile is retrieved. A contact need classification is determined based on the semantic characteristics and user data. A service agent profile from a plurality of service agent profiles is selected based on one or more of the contact need classification, semantic characteristics, and the user data. Contact event data is provided to an agent communication device associated with the selected agent profile.

Abstract: 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.

Abstract: 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.

Abstract: 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.