Systems and methods relating to customer experience automation
US11425251B2 · kind B2 · utility
Inventors
Key dates
| Filing date | Dec 30, 2019 |
| Grant date | Aug 23, 2022 |
| Priority date | — |
| Expiry date | May 19, 2040 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/408
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer-implemented method related to routing incoming interactions of contact centers. The method may include: receiving initial data identifying a first incoming interaction that includes information disclosing at least an intent of the first incoming interaction; and performing a first subprocess to generate a personalized routing profile tailored to facilitate routing the first incoming interaction in accordance with preferences of a first customer. The first subprocess may include: accessing data from a database, the database including at least a first customer profile storing data relating to the first customer; based on the accessed data and the intent of the first incoming interaction, determining preferred agent characteristics data of the first customer for the first incoming interaction; and generating the personalized routing profile so to include the preferred agent characteristics data of the first customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.