Machine learning based call routing system
AssigneeUnited Services Automobile Association (USAA)
InventorsVictor Kwak, Seth E. Ethington, Jesse Williams Plymale
Life of this patent
Estimating the term…
Abstract
Machine learning technology can analyze in real-time the data from a call between a person and a customer service representative. Based on this analysis, a server can determine a sentiment score that describes a sentiment expressed by the person or the customer service representative. If the server determines that the sentiment score is less than or equal to a pre-determined value, the server can inform the customer service representative's manager so that the manager can take further action to help the person and/or the customer service representative.
Claims20
A method comprising:
- receiving call data related to a conversation between two or more people including a first person and a second person on a call;
- determining, using the call data while the first person is on the call with the second person, at least a first score associated with a first time on the call and a second score associated with a second time on the call;
- determining a third score based on the first score and the second score, wherein the third score indicates a sentiment over time between the first time and the second time;
- and
- in response to determining that the third score is less than or equal to a pre-determined score, storing the call in a queue.
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 comprising:
- receiving call data related to a conversation between two or more people including a first person and a second person on a call;
- determining, using the call data while the first person is on the call with the second person, at least a first score associated with a first time on the call and a second score associated with a second time on the call;
- determining a third score based on the first score and the second score, wherein the third score indicates a sentiment over time between the first time and the second time;
- and
- in response to determining that the third score is less than or equal to a pre-determined score, storing the call in a queue.
A non-transitory computer-readable medium storing instructions that, when executed by a computing system, cause the computing system to perform operations comprising:
- receiving call data related to a conversation between two or more people including a first person and a second person on a call;
- determining, using the call data while the first person is on the call with the second person, at least a first score associated with a first time on the call and a second score associated with a second time on the call;
- determining a third score based on the first score and the second score, wherein the third score indicates a sentiment over time between the first time and the second time;
- and
- in response to determining that the third score is less than or equal to a pre-determined score, storing the call in a queue.
Dependencies are inferred from the claim text.