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System and method for managing routing of customer calls to agents

專利號(hào)
US11176461B1
公開日期
2021-11-16
申請(qǐng)人
MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY（US MA Springfield）
發(fā)明人
Sears Merritt
IPC分類
H04M3/51; H04M3/523; G06N5/02; G06N20/00; G06Q30/02; H04M3/436; G06Q30/06; H04M3/42
技術(shù)領(lǐng)域
customer,call,queue,inbound,predictive,in,enterprise,model,data,agents
地域： MA MA Springfield

摘要

A call management system of a call center retrieves from a customer database enterprise customer data associated with an identified customer in a customer call, which may include customer event data, attributions data, and activity event data. The customer database tracks prospects, leads, new business, and purchasers of an enterprise. The system retrieves customer demographic data associated with the identified customer. A predictive model is selected from a plurality of predictive models based on retrieved enterprise customer data. The selected predictive model, including a logistic regression model, and tree-based model, determines a value prediction signal for the identified customer, then classifies the identified customer into a first value group or a second value group. The system routes a customer call classified in the first value group to a first call queue assignment, and routes a customer call classified in the second value group to a second call queue assignment.

說明書

In an embodiment of selecting a group of agents based upon consistency of the predetermined customer care interaction with the set of enterprise customer data, the predetermined customer care interaction is customer development of leads, and the set of enterprise customer data includes customer event data associated with a prospect. In an embodiment, the predetermined customer care interaction is cross-selling of products, and the set of enterprise customer data includes customer event data associated with a purchaser and activity event data indicating likelihood of an additional purchase. In another embodiment, the predetermined customer care interaction is promoting a given product, and the set of enterprise customer data includes activity event data indicating customer interest in a marketing campaign for the given product. In a further embodiment, the predetermined customer care interaction comprises closing product sales, and the set of enterprise customer data includes one or more of customer event data associated with a prospect, customer event data associated with a new business applicant, and attributions data associated with a prospect and a new business applicant.

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