Method to supply contact center resources during overflow state using back office personnel
US11818296B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 18, 2021 |
| Grant date | Nov 14, 2023 |
| Priority date | — |
| Expiry date | Jan 14, 2042 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/558
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and system matching contact center agents and back office staff with a customer inquiry. Exemplary systems include an expert term extraction engine, a customer term extraction engine, and a matching engine to compare customer request terms to the expert terms from the customer term extraction engine. The comparison determines whether there is a match or potential match between the customer request terms and the stored expert terms. An exemplary system may also include a timer that communicates with one or more communication servers. Back office staff may assist contact center agents when one or more conditions are met, such as when a customer wait time exceeds a predetermined period or when there is no match or potential match between the customer request terms and the stored expert terms for contact center agents.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.