System and method for automatically assigning a customer call to an agent

A processor-based method, comprising:

• upon receiving a customer call at a call receiving device, the customer call including a customer identifier for an identified customer,
• retrieving, by a processor, customer profile data associated with the identified customer, and call history data comprising one or more customer interaction records including timestamp data associated with each customer interaction record;
• retrieving, by the processor from an agent database, agent profile data for each of a plurality of agents;
• selecting, by the processor, a predictive model appropriate to the identified customer, the predictive model including model variables comprising the call history data comprising the one or more customer interaction records including timestamp data associated with each customer interaction record, and targeted marketing data associated with one or more product selected from a products database;
• calculating, by the processor, an outcome prediction for each of a set of call routing options by applying the selected predictive model to values of the model variables over a recent time interval, wherein the recent time interval is a historical time period ending at a current time, wherein each call routing option comprises the identified customer, the one of the plurality of agents, and one of the one or more product selected from the products database;
• and
• determining, by the processor, whether the respective outcome prediction calculated for each of the set of call routing options satisfies a favorable outcome criterion;
• in the event none of the outcome predictions calculated for the set of call routing options satisfies the favorable outcome criterion, dynamically adjusting, by the processor, the recent time interval to increase the recent time interval by increasing the historical time period ending at the current time, and repeating the calculating step and determining step by applying the predictive model to values of the model variables over the increased recent time interval;
• and
• in the event the outcome prediction calculated for the one of the set of call routing options satisfies the favorable outcome criterion, directing, by the processor, the call receiving device to route the customer call to the one of the plurality of agents comprised in the one of the set of call routing options, and reporting to the one of the plurality of agents information on the one of the one or more product comprised in the one of the set of call routing options.

A system, comprising:

• a call-receiving device for receiving a customer call from a customer;
• a non-transitory machine-readable memory that stores agent profile data for a plurality of agents and customer profile data associated with a plurality of customers;
• a predictive models module that stores a plurality of predictive models;
• and
• a processor, configured to execute a call routing module, wherein the processor in communication with the non-transitory machine-readable memory and the predictive models module executes a set of instructions instructing the processor to:
• upon receiving the customer call at the call-receiving device from the customer,
• retrieve from the non-transitory machine-readable memory, customer profile data associated with the customer and call history data comprising one or more customer interaction records including timestamp data associated with each customer interaction record;
• retrieve from the non-transitory machine-readable memory, agent profile data for each of the plurality of agents;
• select a predictive model appropriate to the customer, the predictive model including model variables comprising the call history data including timestamp data associated with each customer interaction record;
• calculate an outcome prediction for each of a set of call routing options by applying the selected predictive model to values of the model variables over a recent time interval, wherein the recent time interval is a historical time period ending at a current time, wherein each call routing option comprises the customer and one of the plurality of agents;
• and
• determine whether the respective outcome prediction calculated for each of the set of call routing options satisfies a favorable outcome criterion;
• in the event none of the outcome predictions calculated for the set of call routing options satisfies the favorable outcome criterion, dynamically adjust the recent time interval and repeat the calculate and determine steps by applying the predictive model to values of the model variables over the dynamically adjusted time interval;
• and
• in the event the outcome prediction calculated for the one of the set of call routing options satisfies the favorable outcome criterion, direct the call receiving device to route the customer call to the one of the plurality of agents comprised in the one of the set of call routing options.