Systems and methods relating to customer experience automation

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 11425251
APP PUB NO 20210203784A1
SERIAL NO

16730751

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Abstract

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A computer-implemented method related to routing incoming interactions of contact centers. The method may include: receiving initial data identifying a first incoming interaction that includes information disclosing at least an intent of the first incoming interaction; and performing a first subprocess to generate a personalized routing profile tailored to facilitate routing the first incoming interaction in accordance with preferences of a first customer. The first subprocess may include: accessing data from a database, the database including at least a first customer profile storing data relating to the first customer; based on the accessed data and the intent of the first incoming interaction, determining preferred agent characteristics data of the first customer for the first incoming interaction; and generating the personalized routing profile so to include the preferred agent characteristics data of the first customer.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Hvezda, James Markham, CA 4 65
Konig, Yochai Daly City, US 80 2630
Sekar, Archana Chennai, IN 18 71
Villalobos, Javier Daly City, US 11 205

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