Insight based routing for help desk service
US11012569B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 6, 2018 |
| Grant date | May 18, 2021 |
| Priority date | — |
| Expiry date | Mar 1, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/556
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Non-limiting examples of the present disclosure describe insight-based routing that is used to improve processing of a service request through a help desk service. A request for support (e.g. technical support) can be received through a modality of a help desk service. The request is evaluated, where an evaluation of the request comprises analyzing an issue associated with the request as well as user-specific signal data associated with a customer and generating insights. A support agent is matched to the customer based on an evaluation of the request. The support agent is selected from a pool of support agents based on application of a model that analyzes support agent data in correlation with the generated insights. An interaction between the matched support agent and the customer may be initiated through a modality of the help desk service.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.