System and method for providing personalized customer experience in interactive communications
US11943392B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Aug 31, 2022 |
| Grant date | Mar 26, 2024 |
| Priority date | — |
| Expiry date | Aug 31, 2042 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F40/30
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Disclosed herein are system, method, and computer program product embodiments for machine learning systems to process incoming call-center calls based on caller preferences. Text of historical interactive communications of a set of first callers are used to train one or more machine learning models to extract caller preferences. These trained models extract caller preferences for a second caller to generate a customer specific profile. An automated call center assistance system is configured to selectively route, based on the customer specific profile, a current call from the second caller to a call center agent and communicate one or more of the caller preferences for the second caller to the call center agent for consideration in an interactive communication during the current call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.