Call routing methods and systems
AssigneeUnited Services Automobile Association (USAA)
InventorsPeter H. McKenna, Darrius M. Jones, Kory Michael Upton, Enrique Tamayo, Allen J. Guidry, Julio Estevez-Breton
Life of this patent
Estimating the term…
Abstract
A system can route a call based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.
Claims20
A method comprising:
- initiating, by an application running on a user device, a call from a caller associated with the user device,
- wherein a score is assigned to the call that indicates a probability that the caller will accept an invitation to speak with a representative regarding a new product or service,
- wherein the score is based on at least user digital behavior collected via the application;
- and
- in response to the score being below a threshold,
- maintaining, by the application on the user device, a transfer of the call to a non-sales call representative based at least in part on a classification that the call is not a potential sales call and at least one of
- a priority level of the call associated with tenure statistics of the caller as a customer of an entity, or
- a minimum expected delay of answering the call.
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:
- initiating, by an application running on a user device, a call from a caller associated with the user device,
- wherein a score is assigned to the call that indicates a probability that the caller will accept an invitation to speak with a representative regarding a new product or service,
- wherein the score is based on at least user digital behavior collected via the application;
- and
- in response to the score being below a threshold,
- maintaining, by the application on the user device, a transfer of the call to a non-sales call representative based at least in part on a classification that the call is not a potential sales call and at least one of
- a priority level of the call associated with tenure statistics of the caller as a customer of an entity, or
- a minimum expected delay of answering the call.
A non-transitory computer-readable medium storing instructions that, when executed by a computing system, cause the computing system to perform operations comprising:
- initiating, by an application running on a user device, a call from a caller associated with the user device,
- wherein a score is assigned to the call that indicates a probability that the caller will accept an invitation to speak with a representative regarding a new product or service,
- wherein the score is based on at least user digital behavior collected via the application;
- and
- in response to the score being below a threshold,
- maintaining, by the application on the user device, a transfer of the call to a non-sales call representative based at least in part on a classification that the call is not a potential sales call and at least one of
- a priority level of the call associated with tenure statistics of the caller as a customer of an entity, or
- a minimum expected delay of answering the call.
Dependencies are inferred from the claim text.