CRM including multi-thread messaging
US10380516B1 · kind B1 · utility
10Cited by
1References
25Claims
0Family size
Assignee
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Key dates
| Filing date | Sep 29, 2017 |
| Grant date | Aug 13, 2019 |
| Priority date | — |
| Expiry date | Dec 6, 2037 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/016
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries to an independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include methods of classifying customer service inquiries, training a machine learning system, and/or processing customer service inquiries. Multiple experts may provide responses to a particular customer service inquiry, optionally within a single chat window.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.