Patent · US Active

Real-time predictive routing

US9565312B2 · kind B2 · utility

9Cited by

35References

30Claims

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	Aug 4, 2015
Grant date	Feb 7, 2017
Priority date	—
Expiry date	Aug 4, 2035

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 agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data.

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