Computerized optimization of customer service queue based on customer device detection

US11756046B2 · kind B2 · utility

Assignee

• CAPITAL ONE SERVICES, LLC · US

Inventors

• Sharad Ballepu · Schaumburg, US
• Jagmeet Singh · Burr Ridge, US
• Gerald Serviss · Palatine, US
• Polerio Babao · Norridge, US
• Keerthana Aravamudhan · Des Plaines, US
• Durga Mohan · Buffalo Grove, US
• Sunilkumar Kothi Reddy · Palatine, US
• Steve Schroeder · San Diego, US

Key dates

• Filing date: Aug 31, 2021
• Grant date: Sep 12, 2023
• Expiry date: Sep 1, 2041

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/0203
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Various embodiments of the present disclosure provide systems, methods, and apparatus systems, methods, and apparatus that provide computerized optimization of a customer service queue based on customer device detection technologies. In an exemplary embodiment, a system that provides computerized optimization of a customer service queue may include device detection technology communicatively connected to a customer assistance server, a customer assistance client device (e.g., a customer representative device), and a customer device. Device detection technology may detect a device and transmit data associated with the detected device to a customer assistance subsystem. A customer assistance subsystem may generate an optimal representative and position within a customer service queue for the customer device. A notification about the optimal match may be transmitted to a customer and/or customer representative. And, following the assistance, a survey may be conducted to update variables used to generate an optimal match.