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US 10,742,815 B1Granted
Automated communication routing system
AssigneeElectronic Arts Inc.
InventorsMatthew Douglas Tomlinson, Michael Arleth Pedersen
Life of this patent
Estimating the term…
Abstract
Responders and requesters can be assigned a score while waiting. Requesters and responders are matched via an auction type system, where requesters with the best requester scores are matched with requesters with the best responder scores. The requester scores can be boosted while the requester is waiting for a response if the requester performs certain actions. The requester score and responder score can increase over time. The requester score and responder score can also be based on other variables.
Claims20
A system comprising:
- a communication infrastructure configured to:
- receive a first communication request from a first requester;
- after receiving the first communication request, receive a second communication request from a second requester;
- one or more data storage devices including:
- a plurality of responder profiles, each identifying a topics supported by a responder and a responder score;
- a plurality of requester profiles, each identifying a requester and a requester score;
- one or more processors configured to execute computer-readable instructions that, when executed by the one or more processors, cause the one or more processors to:
- determine a first requester score associated with the first requester, the first requester score comprising a first score value and a first score rate;
- determine a second requester score associated with the second requester, the second requester score comprising a second score value and a second score rate;
- increment the first score value at the first score rate while the first requester waits for a response to the first communication request;
- increment the second score value at the second score rate while the second requester waits for a response to the second communication request;
- while the second requester is waiting for the response, transmit data configured to prompt the second requester to perform an action comprising at least one of:
- accessing a website;
- uploading a document;
- or
- executing a program;
- detect, while the second requester is waiting for the response, a performance of the action by the second requester;
- in response to detecting the performance of the action by the second requester, modify the second requester score by changing at least one of the second score value or the second score rate;
- after performance of the action by the second requester, receive an indication that a responder is available to respond to one of the first communication request or the second communication request;
- compare the second score value to the first score value;
- and
- in response to a determination that the second score value is greater than the first score value, configure the communication infrastructure to arrange a communication channel between the second requester and the responder.
19 more elements
A method for routing communication requests, the method comprising:
- receiving a first communication request from a first requester;
- determining a first requester score associated with the first requester, the first requester score comprising a first score value and a first score rate;
- receiving a second communication from a second requester after receiving the first communication request;
- determining a second requester score associated with the second requester, the second requester score comprising a second score value and a second score rate;
- incrementing the first score value of the first requester score at the first score rate while the first requester waits for a response to the first communication request;
- incrementing the second score value of the second requester score at the second score rate while the second requester waits for a response to the second communication request;
- while the second requester is waiting for the response to the second communication request, transmitting data configured to ask the second requester to perform an action comprising at least one of:
- accessing a website;
- uploading a document;
- or
- executing a program;
- while the second requester is waiting for the response, detecting a performance of the action by the second requester;
- in response to detecting the performance of the action by the second requester, modifying at least one of the second score value or the second score rate;
- after performance of the action by the second requester, determining that a responder is available to respond to one of the first communication request or the second communication request;
- determining that the second score value is better than the first score value;
- and
- in response to the determination that the second score value is better than the first score value, arranging a communication channel between the second requester and the responder.
14 more elements
A system comprising data storage devices and one or more processors configured to execute computer-readable instructions from the data storage devices that, when executed by the one or more processors, cause the one or more processors to:
- receive a first communication request from a first requester;
- after receiving the first communication request, receive a second communication request from a second requester;
- assign, as part of a profile for the first requester, a first requester score associated with the first requester, the first requester score comprising a first score value and a first score rate;
- assign, as part of a profile for the second requester, a second requester score associated with the second requester, the second requester score comprising a second score value and a second score rate;
- increment the first score value at the first score rate while the first requester waits for a response to the first communication request;
- increment the second score value at the second score rate while the second requester waits for a response to the second communication request;
- while the second requester is waiting for the response, transmit data configured to prompt the second requester to perform an action comprising at least one of:
- accessing a website;
- uploading a document;
- or
- executing a program;
- detect, while the second requester is waiting for the response, a performance of the action by the second requester;
- in response to detecting the performance of the action by the second requester, modify the second requester score by changing at least one of the second score value or the second score rate;
- after performance of the action by the second requester, receive an indication that a responder is available to respond to one of the first communication request or the second communication request;
- comparing the second score value to the first score value;
- and
- in response to a determination that the second score value is greater than the first score value, configure a communication infrastructure to arrange a communication channel between the second requester and the responder.
14 more elements
Dependencies are inferred from the claim text.