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System and method for managing routing of customer calls to agents

專利號
US11176461B1
公開日期
2021-11-16
申請人
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

Predictive modeling module 410 generates a value prediction signal representative of one or more of the following customer behaviors: (a) likelihood that the customer will accept an offer to purchase a product, (b) likelihood that the customer will lapse in payments for a purchased product, and (c) likelihood that the customer will accept an offer to purchase the product and will not lapse in payments for the purchased product. In certain embodiments, the predictive modeling module can predict more than one of these customer behaviors. For example, the predictive model may first determine the customer behavior (a) likelihood that the customer will accept an offer to purchase a product, followed by determining the customer behavior (b) likelihood that the customer will lapse in payments for a purchased product, in order to determine a value prediction signal. Based on this value prediction signal, the analytical module, in conjunction with the predictive modeling module, classifies each customer call into one of two, or more, value groups. Depending on the value group determined for each customer call, analytical engine 404 directs routing of the customer call to call queue routing module 450 to await connection to an agent of the call center. Call queue routing module 450 assigns each inbound caller to one of two or more call assignments based on the value prediction signal for that caller; in FIG. 4, two call queue assignments—first call queue assignment 460 and second call queue assignment 470—are shown. Value-based classification of inbound calls by inbound call management system 402 represents a significant improvement over traditional methods of routing callers, such as “round-robin” caller routing.

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