Patent · US Active

Real-time predictive routing

US9137372B2 · kind B2 · utility

7Cited by

26References

31Claims

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

Key dates

Filing date	Mar 14, 2013
Grant date	Sep 15, 2015
Priority date	—
Expiry date	Mar 14, 2033

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/551
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.

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