System and method for improving call center communications
US10270909B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Oct 19, 2018 |
| Grant date | Apr 23, 2019 |
| Priority date | — |
| Expiry date | Oct 19, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/6072
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Methods and systems route requests for service in a call center. A non-transitory computer-readable medium stores data representative of a queue of customers waiting to be serviced. A processor queues a request for service initiated by a customer. Data output is sent to the customer to ascertain the customer's cause for the request via a data communication channel. Data input is received from the customer via the data communication channel. The data input indicates the customer's cause for the request. An agent is identified from a plurality of agents suitable to address the customer's cause for the request. The customer's position is adjusted in the queue based on the identified agent. A routing instruction is determined about routing the request to the identified agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.