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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

In the embodiment of FIG. 4, enterprise customer data from customer database 1000 is used in conjunction with customer data from third party data sources 430, such as customer demographic data 432 and directory services data 434 based on phone number, to score incoming customers. This use case may also apply to the embodiments of FIG. 1 and FIG. 8.

Customer database 1000 employs attribution processes for tracking customers across events in customer acquisition and marketing. The objective of attribution is to track people across events: i.e., prospects, leads, applications, and sales. Customer database 1000 uses exact matching of personal details in order to determine which prospects may have become leads, submitted new business applications, and/or bought products; and which leads may have submitted new business applications and/or bought products. In an embodiment, customer database 1000 additionally employs matching algorithms for matching personal details with leads data retrieved from third party demographic databases.

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