Call center agent routing
AssigneeWells Fargo Bank, N.A.
InventorParul Ghosh
Life of this patent
Estimating the term…
Abstract
A computer system and method for improving call center routing through analysis of customer interactions including obtaining identifying information for a caller upon initiation of a call, identifying the caller as a repeat customer using the identifying information, retrieving historical interaction data associated with the repeat customer from a database, analyzing any combination of customer audio data, customer call log information, or customer feedback, utilizing an artificial intelligence algorithm to determine a current mood indicator of the customer, calculating a customer behavior score for the repeat customer based on the historical interaction data and the current mood indicator of the customer, and matching the repeat customer to a call agent, based on the customer behavior score.
Claims20
A method for routing a call at a call center, comprising:
- obtaining identifying information for a caller upon initiation of the call;
- identifying the caller as a repeat customer using the identifying information;
- retrieving historical interaction data associated with the repeat customer from a database;
- analyzing, utilizing an artificial intelligence algorithm, any combination of audio data, call log information, or feedback associated with the repeat customer to determine a current mood indicator of the repeat customer;
- calculating a customer behavior score for the repeat customer based on the historical interaction data and the current mood indicator;
- and
- routing the repeat customer to a call agent based on the customer behavior score.
A computer system for routing a call at a call center, comprising:
- one or more processors;
- and
- non-transitory computer-readable storage media encoding instructions which, when executed by the one or more processors, cause the computer system to:
- obtain identifying information for a caller upon initiation of the call;
- identify the caller as a repeat customer using the identifying information;
- retrieve historical interaction data associated with the repeat customer from a database;
- analyze, utilizing an artificial intelligence algorithm, any combination of audio data, call log information, or feedback associated with the repeat customer to determine a current mood indicator of the repeat customer;
- calculate a customer behavior score for the repeat customer based on the historical interaction data and the current mood indicator;
- and
- route the repeat customer to a call agent based on the customer behavior score.
Dependencies are inferred from the claim text.