Predictive call routing
US8488774B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 23, 2007 |
| Grant date | Jul 16, 2013 |
| Priority date | — |
| Expiry date | Mar 15, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/36
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A predictive call routing system that includes a real-time decision engine to receive information about a customer and identify a skill that is useful for providing service to the caller. The decision engine identifies the skill by generating scores for a plurality of statistical models using the statistical models and parameters associated with the caller, each statistical model representing a correlation between a subset of parameters and an action that may be performed or requested to be performed by the caller, the score for each statistical model being generated using the statistical model and the subset of parameters associated with the statistical model, and identifies a skill based on the scores. The system includes a call router to route a call from the customer to a representative who has the skill.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.