Customer service call routing and/or scheduling system and method
AssigneeUnited Services Automobile Association (USAA)
InventorsBharat Prasad, Gunjan C. Vijayvergia, Vijay Jayapalan
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Abstract
A method of routing a communication of a customer to an appropriate service representative includes, in accordance with an embodiment of the present disclosure, identifying, within a database stored to a server, a customer account associated with the customer. The method also includes analyzing a data fingerprint saved to the customer account, where the data fingerprint comprises data indicative of a plurality of life events associated with the customer. The method also includes determining, via a switch, the appropriate service representative based on the analyzing of the data fingerprint.
Claims9
A method of routing a communication of a customer to an appropriate service representative of a plurality of service representatives, the method comprising:
- automatically scanning a third party online account associated with the customer to identify data indicative of at least one life event associated with the customer;
- receiving, from a wearable device configured to monitor vitals of the customer, additional data indicative of at least one medical-related life event associated with the customer;
- incorporating the data and the additional data into a data fingerprint saved in a customer account of the customer, wherein the data fingerprint is reflective of a plurality of life events associated with the customer including the at least one life event and the at least one medical-related life event;
- identifying, within a database stored to a server, the customer account;
- analyzing the data fingerprint saved to the customer account with respect to at least timeframe and event types of the plurality of life events;
- and
- routing, via a switch, the communication of the customer to the appropriate service representative based on the analyzing of the data fingerprint.
A call routing system, comprising:
- a server configured to receive, from a wearable device configured to monitor vitals of a customer, data indicative of at least one medical-related life event associated with the customer, wherein the server is configured to host a database having a customer account stored therein, wherein the customer account is associated with the customer, and wherein a data fingerprint indicative of a plurality of life events of the customer, including the at least one medical-related life event, is stored to the customer account;
- a switch having at least one processor and memory, wherein the memory is configured to store instructions thereon that, when executed by the at least one processor, cause the switch, without utilization of an aggregate statistical model, to:
- identify the customer corresponding with a customer communication from the customer;
- retrieve the customer account associated with the customer from the database stored on the server;
- analyze the plurality of life events in the data fingerprint stored to the customer account;
- score a potential relevance of each life event of the plurality of life events based on analyzation of a recency of each life event of the plurality of life events, a recency of entry of each life event of the plurality of life events, a type of each life event of the plurality of life events, or a combination thereof;
- determine an appropriate service representative from a plurality of service representatives based at least in part on the score of the potential relevance of each life event of the plurality of life events and data for each of the plurality of service representatives;
- and
- route the customer communication to the appropriate service representative.
Dependencies are inferred from the claim text.