Predicting the class of future customer calls in a call center
US9036806B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 27, 2014 |
| Grant date | May 19, 2015 |
| Priority date | — |
| Expiry date | Aug 27, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/22
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for predicting the class of future customer calls to a call center. Saved call data is analyzed using a robust tokenizer of a computerized device. The tokenizer transforms a sequence of characters in a call summary field of the saved call data into a sequence of tokens. Tokenized call data is produced. Multiple maximum entropy (MaxEnt) models are created based on the tokenized call data, using the computerized device. The MaxEnt models produce a probability distribution of all classes for a next call to a call center. A conditional random field (CRF) classifier is trained with the MaxEnt models and information from the saved call data, using the computerized device. The CRF classifier uses chronologically ordered sequences of prior calls to the call center and predicts a class for a new call to the call center based on the saved call data. A call class prediction is produced for the new call received from a returning customer based on the CRF classifier and the MaxEnt model.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.