Customer service model-based call routing and/or scheduling system and method
US9832316B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 10, 2016 |
| Grant date | Nov 28, 2017 |
| Priority date | — |
| Expiry date | Nov 10, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/558
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method of routing a customer to a desired representative of a call center includes, in accordance with an embodiment of the present disclosure, receiving a communication from the customer. The method also includes identifying, within a database saved to a server, a customer account associated with the customer, and identifying data indicative of one or more life event entries saved to the customer account and corresponding with one or more life events of the customer. The method also includes applying the identified data indicative of the one or more life event entries to a history-based statistical models, where each history-based statistical model represents a corresponding call routing channel. The method also includes assigning a probability score for each history-based statistical model, where each probability score represents a likelihood that the corresponding call routing channel represented by the history-based statistical model is desired by the customer. The method also includes routing, via a switch, the customer to the desired representative via the call routing channel associated with the desired representative.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.