System and methods for intelligent routing of customer requests using customer and agent models
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United States of America Patent
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May 14, 2002
Grant Date -
N/A
app pub date -
May 3, 1999
filing date -
Aug 20, 1998
priority date (Note) -
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Abstract
System and methods for intelligent routing of requests from customers to agents where a request is received at a service center from a customer. Identification information related to the customer is accessed. Background information on the customer is retrieved from a storage facility. Task and attitude information about the customer is gathered. A model of the customer is created. Models for at least two agents are created. A performance optimizing calculation is performed that matches the customer model and the models for the at least two agents. A best match agent from the at least two agents is determined based on the matching. The customer request is routed to the best match agent.
First Claim
Family
- 15 United States
- 10 France
- 8 Japan
- 7 China
- 5 Korea
- 2 Other
Patent Owner(s)
- SBC TECHNOLOGY RESOURCES, INC.
International Classification(s)
Inventor(s)
Inventor Name | Address | # of filed Patents | Total Citations |
---|---|---|---|
Bushey, Robert R | Cedar Park, TX | 124 | 6203 |
Deelman, Thomas | Cedar Park, TX | 5 | 422 |
Mauney, Jennifer Mitchell | Austin, TX | 1 | 393 |
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Surcharge after expiration - Late payment is unavoidable | $700.00 | $350.00 | $175.00 |
Surcharge after expiration - Late payment is unintentional | $1,640.00 | $820.00 | $410.00 |
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