System and method for predictive routing based on a customer journey patience
US10419614B2 · kind B2 · utility
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19Claims
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Inventors
Key dates
| Filing date | Jan 8, 2018 |
| Grant date | Sep 17, 2019 |
| Priority date | — |
| Expiry date | Jan 8, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/408
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.