US 10,346,635 B2Granted

System and method for data management and task routing based on data tagging

OwnerPraphul Kumar, Rajesh Ramchander +2inventors

InventorsPraphul Kumar, Rajesh Ramchander, Herbert Willi Artur Ristock, Romiben Patel

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Abstract

Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.

Claims16

Dependent claims

A system for managing call center data in accordance with one or more sets of compliance rules, the system comprising:

a processor;
and
a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
receive first and second data pertaining to respectively first and second interactions;
determine at least one of the sets of compliance rules relevant to the received first and second data;
tag the received first data with a first identifier based on a relevant set of compliance rules;
identify a first geographic location based on the first identifier tagged to the first data;
based on the identifying of the first geographic location:
store the received first data in a first data storage device located in the first geographic location;
identify a first agent determined to be located in the first geographic location;
and
route the first interaction to the identified first agent;
tag the received second data with a second identifier different from the first identifier based on the relevant set of compliance rules;
identify a second geographic location different from the first geographic location based on the second identifier tagged to the second data;
and
based on the identifying of the second geographic location:
store the received second data in a second data storage device located in the second geographic location;
and
route the second interaction to a second agent in the second geographic location.

16 more elements

A method for managing call center data in accordance with one or more sets of compliance rules, the method comprising:

receiving first and second data pertaining to respectively first and second interactions;
determining, by a processor, at least one of the sets of compliance rules relevant to the received first and second data;
tagging, by the processor, the received first data with a first identifier based on a relevant set of compliance rules;
identifying, by the processor, a first geographic location based on the first identifier tagged to the first data;
based on the identifying of the first geographic location:
storing, by the processor, the received first data in a first data storage device located in the first geographic location;
identifying, by the processor, a first agent determined to be located in the first geographic location;
and
routing, by the processor, the first interaction to the identified first agent;
tagging, by the processor, the received second data with a second identifier different from the first identifier based on the relevant set of compliance rules;
identifying, by the processor, a second geographic location different from the first geographic location based on the second identifier tagged to the second data;
and
based on the identifying of the second geographic location:
storing, by the processor, the received second data in a second data storage device located in the second geographic location;
and
routing the second interaction to a second agent in the second geographic location.

13 more elements

Dependencies are inferred from the claim text.

Facts

Application: 15/169,317Filed 31 May 2016
Published: US 2017/0344754 A130 Nov 2017
Granted: 9 Jul 2019
Term ends: Not estimatedThe source records don’t support an estimate.

Classification9 codes

G06F 21/6245
To a system of files or objects, e.g. local or distributed file system or database: protecting personal data, e.g. for financial or medical purposes
G06F 16/285
Relational databases: clustering or classification
G06F 21/6218
Protecting access to data via a platform, e.g. using keys or access control rules: to a system of files or objects, e.g. local or distributed file…
H04M 3/5175
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: call or contact centers…