System for intelligent data routing and escalation in customer relationship management (CRM)

Abstract

A system for intelligent data routing and escalation in Customer Relationship Management (CRM), comprising: a) a data collection module (101) configured to receive customer inquiries from multiple channels; b) a data analytics module (102) connected to the data collection module (101) and configured to analyze inquiries using machine learning algorithms to extract contextual information; c) a routing engine (103) connected to the data analytics module (102) and configured to determine the optimal routing path based on the extracted information; d) an escalation manager (104) connected to the routing engine (103) and configured to monitor the status of inquiries and trigger escalations based on predefined criteria;e) a variety of integration interfaces (105) connected to the aforementioned modules and configured to enable integration with existing CRM platforms.;