Contact center system and method for advanced outbound communications to a contact group
US11200485B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Dec 13, 2019 |
| Grant date | Dec 14, 2021 |
| Priority date | — |
| Expiry date | Dec 13, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/016
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method of anticipating user action by a contact center system based on machine learning includes receiving, by a processor of the contact center system, a first signal from an end user device in communication with the contact center system, the first signal being indicative of an event associated with a user journey, the user journey including a plurality of events, identifying, by the processor, a subset of the plurality of events of the user journey as a plurality of input events, predicting, by the processor, a next event associated with the user journey based on the plurality of input events; and generating, by the processor, a second signal for transmission to the end user device, the second signal including data corresponding to the next event.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.