Al based CRM system
US10235639B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 31, 2017 |
| Grant date | Mar 19, 2019 |
| Priority date | — |
| Expiry date | Apr 15, 2037 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N7/01
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
In a crowd sourcing approach, responses to customer service inquiries are provided by routing the inquiries to an independent group of experts. Machine learning based systems are used in combination with contact center staff and/or the independent experts to resolve the customer service inquiries.The AI based systems can be configured to determine which of the customer service inquiries should be routed to the independent experts, and/or to generate content for inclusion in responses to the customer service inquiries. The machines systems are optionally trained based on scored responses to prior customer service inquiries. These scored responses can include content provided by a machine learning system and/or a human expert.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.