System and method for improving call center communications
AssigneeMetropolitan Life Insurance Co.
InventorTom Wolf
Life of this patent
Estimating the term…
Abstract
Methods and systems route requests for service in a call center. A non-transitory computer-readable medium stores data representative of a queue of customers waiting to be serviced. A processor queues a request for service initiated by a customer. Data output is sent to the customer to ascertain the customer's cause for the request via a data communication channel. Data input is received from the customer via the data communication channel. The data input indicates the customer's cause for the request. An agent is identified from a plurality of agents suitable to address the customer's cause for the request. The customer's position is adjusted in the queue based on the identified agent. A routing instruction is determined about routing the request to the identified agent.
Claims16
1-28. (canceled)
A system for routing a call request for service in a call center comprising:
- a non-transitory computer-readable medium storing data representative of a queue of customers waiting to be serviced;
- and
- a processor configured to:
- queue the call request for service initiated by a customer via a voice communication channel generated from the customer's mobile device;
- send data representative of an URL address to the customer's mobile device via a data communication channel, and the URL address identifying a web page containing information to ascertain the customer's cause for the call request;
- send an instruction to the customer's mobile device to open the URL address in a web browser of the mobile device;
- receive data input from the customer's mobile device via the data communication channel indicative of the customer's cause for the call request;
- identify an agent from a plurality of agents suitable to address the caller's cause for the call request;
- adjust the customer's position in the queue based on the identified agent;
- and
- determine a routing instruction about routing the customer's call request to the identified agent.
A method for routing a call request for service in a call center, comprising:
- storing, by a non-transitory computer-readable medium, data representative of a queue of customers waiting to be serviced;
- receiving, by a processor, the call request for service initiated by a customer via a voice communication channel generated from the customer's mobile device;
- queuing, by the processor, the call request for service;
- sending data representative of an URL address to the customer's mobile device via a data communication channel, and the URL address identifying a web page containing information to ascertain the customer's cause for the call request;
- sending an instruction to the customer's mobile device to open the URL address in a web browser of the mobile device;
- receiving, by the processor, data input from the customer's mobile device via the data communication channel indicative of the customer's cause for the call request;
- identifying, by the processor, an agent from a plurality of agents suitable to address the customer's cause for the call request;
- adjusting, by the processor, the customer's position in the queue based on the identified agent;
- and
- determining, by the processor, a routing instruction about routing the customer's call request to the identified agent.
A non-transitory computer-readable medium, comprising computer-executable instructions, for causing one or more processors to execute the computer-executable instructions to:
- receive a call request for service initiated by a customer via a voice communication channel generated from the customer's mobile device;
- queue the call request for service;
- send data representative of an URL address to the customer's mobile device via a data communication channel, and the URL address identifying a web page containing information to ascertain the customer's cause for the call request;
- send an instruction to the customer's mobile device to open the URL address in a web browser of the mobile device;
- receive data input from the customer's mobile device via the data communication channel, the data input indicative of the customer's cause for the call request;
- identify an agent from a plurality of agents suitable to address the customer's cause for the call request;
- adjust the customer's position in the queue based on the identified agent;
- and
- determine a routing instruction about routing the customer's call request to the identified agent.
Dependencies are inferred from the claim text.