# US 12,192,408 B1 · Systems and methods for electronic request routing and distribution > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,192,408 B1 - Document ID: US12192408B1 - Status: Granted - Kind: B1 - Application number: 18/448,216 - Filed: 2023-08-11 - Granted: 2025-01-07 - Earliest claimed: 2019-09-12 - Assignees: Massachusetts Mutual Life Insurance Company - Applicants: Massachusetts Mutual Life Insurance Company - Inventors: Asieh Ahani; Tara Zayac; Michael Tracy - Web page: https://patentgrep.com/patent/US12192408B1 ## CPC - H04M 3/523: with call distribution or queueing - G06N 5/01: Dynamic search techniques; Heuristics; Dynamic trees; Branch-and-bound - G06N 5/04: Inference or reasoning models - G06N 7/01: Probabilistic graphical models, e.g. probabilistic networks - G06N 20/00: Machine learning - G06N 20/20: Ensemble learning - H04M 3/5191: {interacting with the Internet} - H04M 2203/402: Agent or workforce management - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G06N: COMPUTING ARRANGEMENTS BASED ON SPECIFIC COMPUTATIONAL MODELS ## Abstract Disclosed herein are embodiments of systems, methods, and products comprises an analytic server for electronic requests routing and distribution. The server receives a plurality of requests from a plurality of electronic user devices. Aiming to routing the plurality of requests to appropriate agents, the server trains an artificial intelligence model for each agent based on historical data. For each request, the server executes the artificial intelligence model to determine a score indicating the probability of the agent converting the request to a successful sale. The server determines an entropy value for each request based on the scores and order the requests into a queue based on the entropy values. The server also calculates a capacity for each agent based on historical agent data. For each request in the queue, the server routes the request to an agent based on at least one of the score and capacity of the agent. ## Claims ### Claim 1 A method comprising: executing, by a server, an artificial intelligence model to generate a score for an electronic request for at least a portion of a set of users, the score being indicative of a probability of each user of the at least portion of the set of users satisfying the electronic request; and assigning, by the server, the electronic request to at least one user of the at least portion of the set of users in accordance with the score and a capacity value of the at least one user. ### Claim 2 (depends on 1) The method of claim 1, further comprising: transmitting, by the server, the electronic request to a computing device associated with the at least one user. ### Claim 3 (depends on 1) The method of claim 1, wherein the artificial intelligence model corresponds to historical data of each user of the set of users, where the artificial intelligence model is configured to determine a relationship between at least one attribute of the electronic request and the at least portion of the set of users. ### Claim 4 (depends on 1) The method of claim 1, wherein the capacity corresponds to a threshold number of electronic requests the at least one user can accept. ### Claim 5 (depends on 1) The method of claim 1, wherein the capacity corresponds to a threshold number of electronic requests the at least one user has accepted. ### Claim 6 (depends on 1) The method of claim 1, further comprising: directing, by the server, a first user associated with the electronic request to a webpage displaying data associated with the at least one user. ### Claim 7 (depends on 1) The method of claim 1, further comprising: determining, by the server, the capacity based on a historical dataset or a trend of a success ratio relative to a number of electronic requests assigned to the at least one user. ### Claim 8 (depends on 1) The method of claim 1, wherein the capacity corresponds to a number of electronic requests of a last local maxima that is above an average success ratio of the at least one user. ### Claim 9 (depends on 1) The method of claim 1, further comprising: generating, by the server, a queue of electronic requests for at least one user. ### Claim 10 A computer system comprising: a memory storage having a set of non-transitory instructions that when executed cause a processor to: execute an artificial intelligence model to generate a score for an electronic request for at least a portion of a set of users, the score being indicative of a probability of each user of the at least portion of the set of users satisfying the electronic request; and assign the electronic request to at least one user of the at least portion of the set of users in accordance with the score and a capacity value of the at least one user. ### Claim 11 (depends on 10) The computer system of claim 10, wherein the instruction further cause the processor to transmit the electronic request to a computing device associated with the at least one user. ### Claim 12 (depends on 10) The computer system of claim 10, wherein the artificial intelligence model corresponds to historical data of each user of the set of users, where the artificial intelligence model is configured to determine a relationship between at least one attribute of the electronic request and the at least portion of the set of users. ### Claim 13 (depends on 10) The computer system of claim 10, wherein the capacity corresponds to a threshold number of electronic requests the at least one user can accept. ### Claim 14 (depends on 10) The computer system of claim 10, wherein the capacity corresponds to a threshold number of electronic requests the at least one user has accepted. ### Claim 15 (depends on 10) The computer system of claim 10, wherein the instructions further cause the processor to direct a first user associated with the electronic request to a webpage displaying data associated with the at least one user. ### Claim 16 (depends on 10) The computer system of claim 10, wherein the instructions further cause the processor to determine the capacity based on a historical dataset or a trend of a success ratio relative to a number of electronic requests assigned to the at least one user. ### Claim 17 (depends on 10) The computer system of claim 10, wherein the capacity corresponds to a number of electronic requests of a last local maxima that is above an average success ratio of the at least one user. ### Claim 18 (depends on 1) The computer system of claim 1, wherein the instructions further cause the processor to generate a queue of electronic requests for at least one user. ### Claim 19 A computer system comprising: a set of computers operated by a set of users; a server in communication with the set of computers, the server configured to: execute an artificial intelligence model to generate a score for an electronic request for at least a portion of the set of users, the score being indicative of a probability of each user of the at least portion of the set of users satisfying the electronic request; and assign the electronic request to at least one user of the at least portion of the set of users in accordance with the score and a capacity value of the at least one user. ### Claim 20 (depends on 19) The computer system of claim 19, wherein the server is further configured to transmit the electronic request to a computing device associated with the at least one user.