Machine learning based call routing system
US12047535B1 · kind B1 · utility
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6References
20Claims
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Key dates
| Filing date | Sep 6, 2023 |
| Grant date | Jul 23, 2024 |
| Priority date | — |
| Expiry date | Sep 6, 2043 |
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.