Back to results
US 2021/0232997 A1Published application
System and method for developing and utilizing a contactability profile
AssigneeCapital One Services, LLC
InventorsAnthony Paul Reynolds, Daniel J. Welker
Life of this patent
Estimating the term…
Abstract
Systems and methods for developing and utilizing a contactability profile are disclosed. Contact information may be managed by receiving activity data associated with an entity, processing the received activity data, generating at least one contactability profile associated with the entity based upon a result of the processing, and storing the generated contactability profile.
Claims20
A system for improving call center efficiency, comprising:
- a non-transitory computer readable medium storing data and instructions;
- at least one processor configured to access at least one memory and generate a first contactability profile of a first entity, the first contactability profile including a block of time indicating a calculated probability that the first entity will be available at a specified time and via a specified channel, wherein the processor generates the first contactability profile of the first entity by:
- receiving, from a plurality of data sources, activity data associated with a first entity;
- extrapolating, based on the activity data, contactability data including both contactable times and channels and non-contactable times and channels;
- filtering the contactability data to remove conflicting contactability data indicating that the entity is both contactable and noncontactable at a same period of time;
- and
- calculating, based on the filtered contactability data, a plurality of probabilities that the first entity will be available for contact at a respective specified time and via one or more communication channels;
- and
- a call generator system configured to:
- receive the first contactability profile of the first entity;
- schedule a telephone call during a block of time provided by the first contactability profile;
- dial a telephone number provided in the first contactability profile during the block of time;
- detect that the telephone call is answered by the first entity;
- and
- connect a user to the answered telephone call.
12 more elements
A system for improving call center efficiency, comprising:
- a non-transitory computer readable medium storing data and instructions;
- at least one processor in connection with the non-transitory computer readable medium, the processor configured to:
- generate a first contactability profile of a first entity, the first contactability profile including a block of time indicating a calculated probability that the first entity will be available at a specified time and via a specified channel, wherein generating the first contactability profile further comprises:
- receiving, from a plurality of data sources, activity data associated with a first entity, wherein the activity data comprises transaction data, internet usage data, or both;
- extrapolating, based on the activity data, contactability data including both contactable times and channels and non-contactable times and channels;
- filtering the contactability data to remove conflicting contactability data indicating that the first entity is both contactable and noncontactable at a same period of time;
- and
- calculating, based on the filtered contactability data, a plurality of probabilities that the first entity will be available for contact at a respective specified time and via one or more communication channels;
- schedule a contact via at least one of the one or more communication channels during a block of time provided by the first contactability profile;
- initiate the contact using contact information provided in the first contactability profile during the block of time;
- detect that the contact is responded to by the first entity;
- and
- connect a user to the responded contact.
10 more elements
A contact generator system, comprising:
- a non-transitory computer readable medium storing data and instructions;
- a processor in connection with the non-transitory computer readable medium, the processor configured to:
- receive, from a plurality of data sources, activity data associated with an entity, wherein the activity data comprises transaction data, internet usage data, or both;
- extrapolate, based on the activity data, contactability data including both contactable times and channels and non-contactable times and channels;
- filter the contactability data to remove conflicting contactability data indicating that the entity is both contactable and noncontactable at a same period of time;
- calculate, based on the filtered contactability data, a plurality of probabilities that the entity will be available for contact at a respective specified time and via one or more communication channels;
- receive a contactability profile of an entity, the contactability profile including a block of time indicating a calculated probability that the entity will be available at a specified time and via a specified channel;
- schedule a contact via the specified channel during the block of time provided in the contactability profile;
- initiate the contact using contact information provided in the contactability profile during the block of time;
- detect that the contact is responded to by the entity;
- and
- connect a user to the responded contact.
9 more elements
Dependencies are inferred from the claim text.