Assigning agents to communication sessions based on language preferences in mobile applications

Abstract

A system is described. The system includes a remote monitoring platform configured to provide computing functionality for alarm monitoring. The remote monitoring platform includes processing circuitry configured to receive, from a backend system configured to provide computing functionality for a rideshare service, a request to initiate a communication session with a user of the rideshare service, obtain a language preference parameter specified for a mobile application for the rideshare service installed in a mobile device of the user, and obtain language capability information for a plurality of agents associated with the remote monitoring platform. The processing circuitry is further configured to assign an agent of the plurality of agents to the communication session based on the language preference parameter and the language capability information, cause the communication session to be established between the agent and the user.

CPC Classifications