System and method for call routing based on digital intensity

A method of call routing based on measuring and applying a digital intensity metric, comprising:

• receiving a voice call from a calling user;
• accessing user transaction information for a plurality of users including the calling user;
• processing the user transaction information to produce summarized transaction information for the calling user;
• calculating a digital intensity metric for the calling user based on the summarized transaction information;
• classifying the calling user as a rare user based on the digital intensity metric;
• routing the calling user to a special member service representative;
• providing user account information for the calling user to the special member service representative;
• providing consent documents including pending and upcoming consent documents to the calling user for execution;
• receiving the executed consent documents from the calling user;
• and
• the step of calculating the digital intensity comprises calculating a quotient of exclusively digital opportunities and total opportunities and wherein the exclusively digital opportunities are opportunities including mobile app transactions and website transactions.

A system for call routing based on measuring and applying a digital intensity metric, comprising:

• a processor;
• and
• a non-transitory computer readable medium storing instructions that are executable by the processor to:
• receive a voice call from a calling user;
• access user transaction information for a plurality of users including the calling user;
• process the user transaction information to produce summarized transaction information for the calling user;
• calculate a digital intensity metric for the calling user based on the summarized transaction information;
• classify the calling user as a rare user based on the digital intensity metric;
• modify a call queue based on the user classification;
• route the calling user to a special member service representative;
• provide user account information for the calling user to the special member service representative;
• provide consent documents to the calling user for execution;
• and
• receive the executed consent documents from the calling user;
• and
• calculate the digital intensity by calculating a quotient of exclusively digital opportunities and total opportunities and wherein the exclusively digital opportunities are opportunities including mobile app transactions and website transactions.