System and method for providing enhanced routing in a contact center
US10631257B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 27, 2018 |
| Grant date | Apr 21, 2020 |
| Priority date | — |
| Expiry date | Nov 27, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2250/12
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A first request to establish a communication session with a contact center is received from a user communication device. For example, a request to establish a voice communication session is received at the contact center. A machine learning model uses prior communication sessions with the contact center to identify a first set of one or more sensors that are external to the user communication device. External sensor information is received (e.g., during the request to establish the communication session) by the contact center. The external sensor information is from the first set of one or more sensors that are external to the user communication device. The communication session in the contact center is routed based on the received external sensor information. For example, instead of the communication session being routed to an Interactive Voice Response (IVR) system, the communication session is routed to a high priority contact center queue.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.