Systems and methods for recommending rules for routing calls
US12271848B2 · kind B2 · utility
0Cited by
131References
17Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Oct 29, 2019 |
| Grant date | Apr 8, 2025 |
| Priority date | — |
| Expiry date | Jul 22, 2042 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5233
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
In one embodiment, an entity such as a company may desire to use agents associated with a contact center to handle calls for the company. The company may identify customer categories for the calls such as technical support and billing. Rather than have the company create the rules that are used to select agents to handle calls for each category, the contact center may use historical call data, such as performance metrics and customer satisfaction survey information, to recommend rules to the company for each category. The recommended rules may also be based on the specific industry, field, or sector associated with the company.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.