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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
技術領域
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

Inbound call management system 402 interfaces with an inbound telephone call receiving system 440. In customer management system 400, inbound call management system 402 and call receiving system 440 may be integrated in a single computing platform. Alternatively, these systems may be based on separate computing platforms. In certain embodiments, the computing platform(s) are interfaced with computer-telephone integration (“CTI”) middleware. In an embodiment, inbound telephone call receiving system 440 includes a telephony device that accepts inbound telephone calls through a telephony interface 441, such as conventional T1 or fiber interfaces. Inbound telephone call receiving system 440 accepts inbound telephone calls through interface 441 and obtains caller information associated with the inbound calls, such as Automatic Number Identification (“ANI”) and Dialed Number Identification Service (“DNIS”) information 445. Reference may be had to the description of inbound telephone call receiving system 140 (FIG. 1), for a description of corresponding components of inbound telephone call receiving system 440. These components include Automatic Number Identification (“ANI”) 441; Dialed Number Identification Service (“DNIS”) information 445; Automatic Call Distributor (“ACD”) system 442; Voice Response Unit (“VRU”) system 444; private branch exchange (“PBX”) switch 446; Voice over Internet Protocol (“VOIP”) server 448; and combinations of such devices.

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