Real-time predictive routing

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United States of America Patent

PATENT NO 8867733
SERIAL NO

14090949

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Abstract

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The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.

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Patent Owner(s)

  • MATTERSIGHT CORPORATION

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Brown, Douglas Austin, US 105 2624
Conway, Kelly Lake Bluff, US 55 1622
Gates, Michael Glen Lakeway, US 11 263
Gustafson, David Lake Bluff, US 72 2312
Joyce, Brendan Chicago, US 14 287
Skeen, William Duane Austin, US 12 288

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