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System and method for managing routing of customer calls to agents

專(zhuān)利號(hào)
US11176461B1
公開(kāi)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(lèi)
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(shū)

In an embodiment, inbound queue management system 402 labels each data element in Acxiom as continuous (including interval), binary, ordinal, or nominal (categorical). For use in a logistic regression model 414, variables that have lookup fields are converted to integers. Following feature transformation of the variables, the final view outputs each variable with human-readable names (if known), and a tag at the end of the variable name. Illustrative end tags for transformed variable names include:

_binary: either 0 or 1

_ordinal_to_binary: either 0 or 1, where null values are mapped to 0

_flat_binary: mapped from a string field like “01001000” into multiple fields

_ordinal: as an integer, with null values left null

_interval: as an integer, with null values left null

_continuous: as an integer, with null values left null

_nominal: as an integer, with null values mapped to an additional integer

By applying the feature transformation rules described above, analytical engine 404 builds a simplified input data file from data retrieved. This simplified input data file facilitates predictive modeling with a binary target.

權(quán)利要求

1
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