Routing during communication of help desk service
US10135981B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 24, 2017 |
| Grant date | Nov 20, 2018 |
| Priority date | — |
| Expiry date | Mar 24, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/404
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Non-limiting examples of the present disclosure describe insight-based routing that is used to improve processing during a communication of a help desk service. Real-time signal data is collected from a communication between a customer and a first support agent. The real-time signal data is evaluated to generate real-time insights for the communication. A determination is made as to whether the first needs assistance based on an evaluation of the real-time insights. A second support agent is identified to assist the first support agent based on a determination that the first support agent needs assistance. The second support agent is identified based on an application of a model that analyzes support agent data for a pool of support agents in correlation with the real-time insights. The second agent is then added to the communication to provide additional assistance in resolving a help desk case.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.