Patent · US Active

Optimized predictive routing and methods

US9083804B2 · kind B2 · utility

20Cited by

27References

26Claims

0Family size

Assignee

MATTERSIGHT CORPORATION · US

Inventors

Kelly Conway · Lake Bluff, US
David Gustafson · Lake Bluff, US
Douglas Brown · Austin, US
Michael Glen Gates · Lakeway, US
William Duane Skeen · Austin, US
Brendan Joyce · Chicago, US
Christopher Danson · Austin, US

Key dates

Filing date	Oct 8, 2013
Grant date	Jul 14, 2015
Priority date	—
Expiry date	Oct 8, 2033

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/556
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.