Eugene Wah Lew

US Patent:

20160321245, Nov 3, 2016

Filed:

Apr 30, 2015

Appl. No.:

14/700339

Inventors:

- Cambridge MA, US
James Hunt - Florham Park NJ, US
Eugene Lee Lew - Olney MD, US

International Classification:

G06F 17/28
G06F 17/27
H04W 4/14
H04M 3/42
H04M 3/51
H04M 3/523

Abstract:

A method and system enables language translation and routing of Person-to-Person (P2P) messages. Customer messages are diverted to various alternate destinations in an enterprise based on the language of the messages. Enterprise alternate destinations include language capable call center customer service representatives (CSRs), language specialized call centers, and personnel in various departments in an enterprise having language skills. The CSRs and other personnel can communicate through the call centers or using data enabled devices. Information collected from the messages can be used to determine the appropriate destination.