Systems and methods for intelligent caller to agent assignment

US12375607B2 · kind B2 · utility

Assignee

• Allstate Insurance Company · US

Inventors

• Gregory Kelleher · Northbrook, US
• Vinod Shurpali · Northbrook, US
• Stacey Smith · Northbrook, US
• Julie-Ann Macklem · Northbrook, US
• Erik Fretland · Northbrook, US
• Patrick Cizek · Northbrook, US
• Meg Kaestner · Northbrook, US
• Allison Gonzales · San Jose, US
• Andrew Tiano · Northbrook, US

Key dates

• Filing date: Jun 23, 2023
• Grant date: Jul 29, 2025
• Expiry date: Feb 2, 2044

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5233
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

Systems and methods for intelligent caller to agent assignment receive requests to establish a voice call session for a plurality of callers, identify demographic information, score a caller-agent combination to generate a plurality of scores, determine the caller-agent combination with a highest score of the plurality of scores, and assign a first agent of the caller-agent combination with the highest score to the voice call session for a caller, and when a first agent is concurrently assigned to another voice call session for another caller, execute one or more iterations until (i) the first agent is assigned to one of the voice call session for the caller and the another voice call session for the another caller and (ii) a second agent of another caller-agent combination is assigned to the other of the voice call session for the caller and the another voice call session for the another caller.