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US 11,637,930 B1Granted
Call routing system
AssigneeUnited Services Automobile Association (USAA)
InventorsSamantha Sprague, Kelly Condon, Merrill Madsen, Austin Jenkins, Mark Cook, Conor Wroble
Life of this patent
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Abstract
Call routing technology can route a current call from a person based on an analysis of call data related to a prior call from the same person. For example, based at least on a customer satisfaction score determined from call data related to a prior call, a call routing server can identify one or more persons to whom a current call from the same person should be routed. Next, the call routing server can route the current call to one of the identified customer service representatives.
Claims20
A method of routing a call, the method comprising:
- receiving call data related to a conversation of a first person on a first call, wherein the conversation is related to a first topic;
- determining a satisfaction score that describes a level of satisfaction of the first person associated with the first call;
- receiving an indication of a second call from the first person, wherein the indication includes an identifier of the first person and a second topic;
- identifying one or more persons to answer the second call based on:
- (1) the satisfaction score of the first person from the first call,
- (2) a training score of each of the one or more persons,
- wherein the training score indicates a level of training, of each of the one or more persons, in the second topic,
- wherein the training score is one of one or more training scores associated with one or more topics for each of the one or more persons,
- wherein the training score satisfies a criterion established, for each of the one or more persons, according to the satisfaction score of the first person from the first call, and
- (3) at least one satisfaction score associated with each of the one or more persons;
- and
- sending, to one or more computers associated with the one or more persons, a message that indicates that the second call is mapped to the one or more persons.
9 more elements
A non-transitory computer-readable medium storing instructions that, when executed by a computing system, cause the computing system to perform operations of routing a call, the operations comprising:
- receiving call data related to a conversation of a first person on a first call, wherein the conversation is related to a first topic;
- determining a satisfaction score that describes a level of satisfaction of the first person associated with the first call;
- receiving an indication of a second call from the first person, wherein the indication includes an identifier of the first person and a second topic;
- identifying one or more persons to answer the second call based on:
- (1) the satisfaction score of the first person from the first call,
- (2) a training score of each of the one or more persons,
- wherein the training score indicates a level of training, of each of the one or more persons, in the second topic,
- wherein the training score is one of one or more training scores associated with one or more topics for each of the one or more persons,
- wherein the training score satisfies a criterion established, for each of the one or more persons, according to the satisfaction score of the first person from the first call, and
- (3) at least one satisfaction score associated with each of the one or more persons;
- and
- sending, to one or more computers associated with the one or more persons, a message that indicates that the second call is mapped to the one or more persons.
9 more elements
A system comprising:
- one or more processors;
- and
- one or more memories storing instructions that, when executed by the one or more processors, cause the system to perform a process of routing a call, the process comprising:
- receiving call data related to a conversation of a first person on a first call, wherein the conversation is related to a first topic;
- determining a satisfaction score that describes a level of satisfaction of the first person associated with the first call;
- receiving an indication of a second call from the first person, wherein the indication includes an identifier of the first person and a second topic;
- identifying one or more persons to answer the second call based on:
- (1) the satisfaction score of the first person from the first call,
- (2) a training score of each of the one or more persons,
- wherein the training score indicates a level of training, of each of the one or more persons, in the second topic,
- wherein the training score is one of one or more training scores associated with one or more topics for each of the one or more persons,
- wherein the training score satisfies a criterion established, for each of the one or more persons, according to the satisfaction score of the first person from the first call, and
- (3) at least one satisfaction score associated with each of the one or more persons;
- and
- sending, to one or more computers associated with the one or more persons, a message that indicates that the second call is mapped to the one or more persons.
12 more elements
Dependencies are inferred from the claim text.