Real-time predictive routing

US9137373B2 · kind B2 · utility

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: Oct 20, 2014
• Grant date: Sep 15, 2015
• Expiry date: Oct 20, 2034

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/551
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a personality type of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the personality type prediction and historical customer data.