System and method for call routing based on digital intensity
US12185038B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 27, 2022 |
| Grant date | Dec 31, 2024 |
| Priority date | — |
| Expiry date | Jul 26, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13141
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for call routing based on measuring and applying a digital intensity metric to interact with a user of a provider system is disclosed. Specifically, the embodiments provide systems and methods that allow users to place a voice call to the system. The system receives the voice call from a calling user. The system obtains transaction information and processes the transaction information to summarize the transaction information for the user. The system uses the processed information to calculate a digital intensity metric, and the user is classified as a rare user based on the digital intensity metric. The user is then routed to a special member service representative, user information is provided to the member service representative, consent documents are provided to the user, and executed consent documents are received from the user.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.