System and method for handling repetitive calls at call center
US10212281B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 2, 2017 |
| Grant date | Feb 19, 2019 |
| Priority date | — |
| Expiry date | Jun 2, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/30
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A call center answers calls from callers reporting incidents and dispatch responders in response thereto. A computing system at the call center receives a particular call from a caller regarding a particular incident, and determines whether the particular call is an original call that is reporting the particular incident for a first time to the call center, or is a repetitive call that is reporting the particular incident after the original call for the particular incident has already been received by the call center. If an original call, the computing system forwards the particular call to an agent at the call center for further attention. However, if a repetitive call, the computing system diverts the particular call from the agent at the call center. Accordingly, the resources of the call center may be concentrated on original calls and away from repetitive calls.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.