Routing system to connect a user with a qualified agent
US11270235B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 2, 2018 |
| Grant date | Mar 8, 2022 |
| Priority date | — |
| Expiry date | Apr 19, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L67/63
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
Certain aspects of the present disclosure provide techniques for providing a routing system to a user of a product. An example technique includes receiving from a user of a product a query and a personal ID. Based on the personal ID of the user, the user's profile is retrieved which comprises user attribute data, a clickstream history of the user, and a product SKU of the product. Based on the query and the user profile, processed user data is generated. Additionally, agent profile data for each available agent is retrieved, and based on the user attribute data, the processed user data, and the agent profile data of each agent, a predicted quality score is generated for each agent. The agent with the highest predicted quality score is determined, and the user is routed to the agent with the highest predicted quality score.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.