Call volume reduction based upon a propensity to call in connection with a reason code
US9998596B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 12, 2016 |
| Grant date | Jun 12, 2018 |
| Priority date | — |
| Expiry date | Dec 12, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/555
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Devices, computer-readable media and methods for delivering customer service content associated with a reason code are disclosed. Examples of the present disclosure may include a processor of a telecommunication network identifying a reason code associated with calls from customers to a customer call center and determining a set of shared traits among the customers. The shared traits may be based upon first network event data and first customer account data associated with the customers. The processor may further determine a customer with a propensity to call score that exceeds a threshold and with a customer profile that matches the set of shared traits. The customer profile may be based upon second network event data and second customer account data associated with the customer. The processor may further deliver a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.