FIG. 7 is a flowchart of a call management process 700 for automatically routing an inbound call from a customer to one of a plurality of queues (e.g., two queues) based on predicted value of the inbound telephone call. Upon identifying the customer, the process retrieves customer demographic data associated with a customer identifier for the identified customer. A predictive model, including a logistic regression model operating in conjunction with a tree-based model, determines a value prediction signal for the identified customer. Based on the value prediction signal determined, the predictive model classifies the identified customer into one of a first value group and a second value group. In the event the predictive model classifies the identified customer into the first value group, the call management system routes the identified customer to a first call queue for connection to one of a first pool of call center agents who are authorized to present the offer to purchase the product. In the event the predictive model classifies the identified customer into the second value group, the call management system routes the identified customer to a second call queue for connection to one of a second pool of call center agents who are not authorized to present the offer to purchase the product.
The plurality of steps included in process 700 may be performed by one or more computing devices or processors in the customer management system of FIG. 4. In an embodiment, the plurality of steps included in process 700 may be performed by an inbound queue management system 402 of a customer management system 400 of a call center, in operative communication with an inbound call receiving system 440 that receives a customer call of the identified customer.
