System and method for predictive routing based on a customer journey patience
US9866695B1 · kind B1 · utility
3Cited by
0References
21Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 30, 2016 |
| Grant date | Jan 9, 2018 |
| Priority date | — |
| Expiry date | Aug 30, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/408
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.