Machine learning based call routing system
US11489965B1 · kind B1 · utility
2Cited by
1References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Apr 21, 2021 |
| Grant date | Nov 1, 2022 |
| Priority date | — |
| Expiry date | Apr 21, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2038
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Machine learning technology can analyze in real-time the data from a call between a person and a customer service representative. Based on this analysis, a server can determine a sentiment score that describes a sentiment expressed by the person or the customer service representative. If the server determines that the sentiment score is less than or equal to a pre-determined value, the server can inform the customer service representative's manager so that the manager can take further action to help the person and/or the customer service representative.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.