Managing received communications based on assessments of the senders
US7136448B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 18, 2002 |
| Grant date | Nov 14, 2006 |
| Priority date | — |
| Expiry date | Dec 27, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5235
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method, system, and computer-readable medium is described for adjusting the service provided to customers or others contacting an organization (e.g., via a telephone call) based at least in part on the assessed value of the contacting party to the organization. In such situations, the organization assesses one or more aspects of the customer, such as a potential future value of the customer to the organization. After one or more such customer aspect assessments are available, the organization can adjust the service to be provided to the customer based on those assessments in various ways, such as by selecting one of multiple available human representatives as appropriate to respond to a received communication from the customer (e.g., based also on ratings of relevant capabilities of the representatives) and/or by selecting one or more appropriate offers to be made available to the customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.