Systems and methods for determining optimum customer routing path
US11818293B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 14, 2022 |
| Grant date | Nov 14, 2023 |
| Priority date | — |
| Expiry date | Jun 14, 2042 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13541
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
In some implementations, a device may obtain data indicating a client activity, and may determine predictive level scores corresponding to predictive level options associated with the client activity. The device may transmit, to a client device, a selected predictive level option having a highest predictive level score. The device may receive, from the client device, a client query based on a rejection of the selected predictive level option, and may determine intent level scores corresponding to intent level options associated with the client query. The device may identify a selected intent level option having a highest intent level score and may initiate client experience(s) associated with the selected intent level option. The predictive level scores and/or the intent level scores may be determined based on historical training data associated with combinations of client activities, predictive level options, client queries, intent level options, client experiences, and associated success scores.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.