System and method for artificial intelligence routing of customer service interactions
US10699703B2 · kind B2 · utility
3Cited by
9References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Mar 19, 2018 |
| Grant date | Jun 30, 2020 |
| Priority date | — |
| Expiry date | Aug 16, 2038 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L2015/226
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Aspects of the subject disclosure may include an artificial intelligence method of routing customer service interactions which begins with an analysis of a body of historical interactions with customers. By monitoring an interaction between a user and an agent, the user's issue may be determined and a potential resolution resource may be identified. By monitoring an exchange between the user and the resource, the analysis may be updated. Other embodiments are disclosed.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.