Patent · US Active

Real-time customer profile based predictive routing

US10218850B2 · kind B2 · utility

10Cited by

36References

29Claims

0Family size

Assignee

MATTERSIGHT CORPORATION · US

Inventors

Kelly Conway · Lake Bluff, US
David Gustafson · Lake Bluff, US
Douglas Brown · Austin, US
Michael Glen Gates · Lakeway, US
William Duane Skeen · Austin, US
Brendan Joyce · Chicago, US

Key dates

Filing date	Mar 15, 2018
Grant date	Feb 26, 2019
Priority date	—
Expiry date	Mar 15, 2038

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/551
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include identifying origination data for a customer contacting a contact center with a customer task, determining a predicted personality type of the customer based on the identified origination data and a customer profile, providing a routing recommendation to a communication distributor to route the customer to an agent based on the predicted personality type of the customer and historical customer data, routing the customer via the communication distributor to the agent based on the routing recommendation, and updating the customer profile.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.