System and method for maximum benefit routing
US6895083B1 · kind B1 · utility
Assignees
Inventors
Key dates
| Filing date | May 2, 2001 |
| Grant date | May 17, 2005 |
| Priority date | — |
| Expiry date | May 2, 2021 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5233
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for routing telephone calls is based on identifying caller goals, and maximizing the benefit of routing the call to the appropriate call center. The appropriate call center is identified as the call center best equipped to respond to the needs of the caller. The cost or benefit is based on the fastest and least expensive way to answer a query posed by a caller. A probabilistic model of the caller's goals or call topics based on a response to a top-level prompt is used, along with a set of functions associating a utility or benefit with routing those call topics to destinations within the center. Maximum benefit routing allows for the separation of the caller's goals from those of the call center, thereby optimizing use of available resources.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.