Team-based customer care routing
US10148819B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 29, 2016 |
| Grant date | Dec 4, 2018 |
| Priority date | — |
| Expiry date | Feb 10, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/408
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A user identifier of a customer may be obtained from a customer identification database of a wireless telecommunication carrier in response to receiving a support request to resolve a service issue for the customer. Subsequently, a determination may be made based on the user identifier as to whether the customer satisfies one or more conditions. The one or more conditions may include that the customer is previously assigned to a customer support team of the wireless telecommunication carrier for a prior support session, a service account associated with the user identifier is already assigned to the customer support team, or the customer was formerly assigned to the customer support team while using a former service account that is now expired. Accordingly, the customer support team may be designated to assist the customer with the service issue when the customer satisfies a condition of the one or more conditions.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.