Customer service routing
US9325849B1 · kind B1 · utility
18Cited by
4References
27Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Feb 10, 2015 |
| Grant date | Apr 26, 2016 |
| Priority date | — |
| Expiry date | Feb 10, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2061
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
In a crowd sourcing approach, responses to customer service inquiries are provided by providing the inquiries to an independent group of experts. These experts are typically able to resolve the inquiry before the inquiries are routed to a traditional contact center. The customer service inquiries are routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. In some embodiments, more than one expert can contribute to the resolution of an inquiry.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.