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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(shuō)明書

This application is also a continuation-in-part of U.S. patent application Ser. No. 16/791,750, entitled “SYSTEM AND METHOD FOR MANAGING ROUTING OF CUSTOMER CALLS TO AGENTS,” filed Feb. 14, 2020, which is a continuation of U.S. patent application Ser. No. 16/546,052, entitled “SYSTEM AND METHOD FOR MANAGING ROUTING OF CUSTOMER CALLS TO AGENTS,” filed Aug. 20, 2019, which is a continuation of U.S. patent application Ser. No. 16/283,378, entitled “SYSTEM AND METHOD FOR MANAGING ROUTING OF CUSTOMER CALLS TO AGENTS,” filed Feb. 22, 2019, which is a continuation of U.S. patent application Ser. No. 16/110,872, entitled “SYSTEM AND METHOD FOR MANAGING ROUTING OF CUSTOMER CALLS TO AGENTS,” filed Aug. 23, 2018, which claims the benefit of U.S. Provisional App. No. 62/551,690, filed Aug. 29, 2017, claims the benefit of U.S. Provisional App. No. 62/648,325, filed Mar. 26, 2018, claims the benefit of U.S. Provisional App. No. 62/648,330, filed Mar. 26, 2018, and claims the benefit of U.S. Provisional App. No. 62/687,130, filed Jun. 19, 2018, all of which are incorporated by reference in their entirety.

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