Customer satisfaction-based predictive routing and methods

US9848085B2 · 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
• Christopher Danson · Austin, US

Key dates

• Filing date: Mar 31, 2017
• Grant date: Dec 19, 2017
• Expiry date: Mar 31, 2037

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/556
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving the customer communication; retrieving or predicting a first profile of a customer associated with a customer communication, wherein the retrieved or predicted profile includes a customer satisfaction score; predicting a second profile of a future customer; providing a list of currently available and expected available agents, wherein the currently available agents are selected by including only agents that exceed a predetermined work threshold based on an average customer satisfaction score determined over a selected time period; providing a routing recommendation to a communication distributor based on the retrieved or predicted first profile, the predicted second profile, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted first and second profiles, wherein the communication distributor routes the communication to an agent based on the routing recommendation.