Dynamic resource allocation
AssigneeUnited Services Automobile Association (USAA)
InventorsEric J. Smith, John McChesney TenEyck, Jr., Gregory Yarbrough, Vijay Jayapalan
Life of this patent
Estimating the term…
Abstract
Methods, systems, and apparatus, including computer programs encoded on computer storage media are used for coordinating callers with customer service representatives. One of the methods includes identifying a number of callers. The method also includes dynamically adjusting a number of customer service representatives based on the number of callers.
Claims18
A computer-implemented method, comprising:
- adjusting a number of customer service representatives available at a given time relative to a number of customer service representatives at a prior time based on a number of callers at the given time, comprising adjusting, at the given time and relative to a price to pay at the prior time, a price to pay at least one customer service representative for a call between at least one caller of the number of callers and the at least one customer service representative;
- and
- identifying a customer service representative to be matched with the at least one caller of the number of callers.
A non-transitory computer storage medium encoded with computer program instructions that when executed by one or more computers cause the one or more computers to perform operations comprising:
- adjusting a number of customer service representatives available at a given time relative to a number of customer service representatives at a prior time based on a number of callers at the given time, comprising adjusting, at the given time and relative to a price to pay at the prior time, a price to pay at least one customer service representative for a call between at least one caller of the number of callers and the at least one customer service representative;
- and
- identifying a customer service representative to be matched with the at least one caller of the number of callers.
A system comprising:
- one or more computers and one or more storage devices storing instructions that are operable, when executed by the one or more computers, to cause the one or more computers to perform operations comprising:
- adjusting a number of customer service representatives available at a given time relative to a number of customer service representatives at a prior time based on a number of callers at the given time, comprising adjusting, at the given time and relative to a price to pay at the prior time, a price to pay at least one customer service representative for a call between at least one caller of the number of callers and the at least one customer service representative;
- and
- identifying a customer service representative to be matched with the at least one caller of the number of callers.
Dependencies are inferred from the claim text.