Systems and methods for search based call routing
US11399097B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 11, 2021 |
| Grant date | Jul 26, 2022 |
| Priority date | — |
| Expiry date | May 11, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/558
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computerized method of routing customer interactions (call and chats) includes the following steps performed by a server computing device: creating a database with a document for every agent with a set of attributes identifying the types of customer interactions they service, receiving a set of call attributes associated with an incoming call; formulating a query of the call attributes against all agent profiles and returning a matching score for all available agents using Elastic Search; and routing the incoming call to a target agent with the highest score in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent achieving at least a minimum score.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.