Patent · US Active

Method and apparatus for intent prediction and proactive service offering

US9712671B2 · kind B2 · utility

9Cited by

2References

23Claims

0Family size

Assignee

24/7 CUSTOMER, INC. · US

Inventors

Michael Monegan · Los Osos, US
Samrat Baul · Union City, US

Key dates

Filing date	Aug 19, 2015
Grant date	Jul 18, 2017
Priority date	—
Expiry date	Sep 30, 2035

Classification

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

Abstract

An intelligent IVR system identifies a customer based on previous customer interactions. Customer intent is predicted for an ongoing interaction and personalized services are proactively offered to the customer. A self-optimizing algorithm improves intent prediction, customer identity, and customer willingness to engage and use IVR.

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