Systems and methods for forecasting inbound telecommunications associated with an electronic transactions subscription platform
AssigneeCaaStle, Inc.
InventorsAvinash Singh, Prashant Kumar Rai, Chirag Jain, Ankita Sinha
Life of this patent
Estimating the term…
Abstract
Disclosed are systems and methods for forecasting inbound telecommunications, and more particularly, for analyzing real-time and historical call center data, and applying a forecasting model to said data in order to predict inbound call volume. Additionally, tools are disclosed for manipulating call center data and generating visual representations of metrics pertaining to forecasting call center data via a dashboard.
Claims20
A computer-implemented method for forecasting inbound telecommunications comprising:
- estimating a number of expected daily retained users within a specific window of time;
- estimating a number of acquired new users added each day over the specific window of time via a decay function;
- calculating an expected daily user count based on the estimated number of expected daily retained users and acquired new users;
- calculating a total user call rate based on a historic cancellation rate and a historic resolution rate;
- and
- calculating a total number of expected calls based on the expected daily user count and total user call rate.
A system for forecasting inbound telecommunications comprising:
- a storage device that stores instructions;
- and
- at least one processor that executes the instructions in order for:
- estimating a number of expected daily retained users within a specific window of time;
- estimating a number of acquired new users added each day over the specific window of time via a decay function;
- calculating an expected daily user count based on the estimated number of expected daily retained users and acquired new users;
- calculating a total user call rate based on a historic cancellation rate and a historic resolution rate;
- and
- calculating a total number of expected calls based on the expected daily user count and total user call rate.
A non-transitory computer-readable medium storing instructions for forecasting inbound telecommunications, the instructions configured to cause at least one processor to perform operations comprising:
- estimating a number of expected daily retained users within a specific window of time;
- estimating a number of acquired new users added each day over the specific window of time via a decay function;
- calculating an expected daily user count based on the estimated number of expected daily retained users and acquired new users;
- calculating a total user call rate based on a historic cancellation rate and a historic resolution rate;
- and
- calculating a total number of expected calls based on the expected daily user count and total user call rate.
Dependencies are inferred from the claim text.