System and method for managing routing of customer calls

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 11743389
SERIAL NO

17986687

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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A call management system of a call center identifies an inbound caller based upon computer analysis of customer identifiers, which may include at least two of customer name, street address, and zip code. Approximate string matching analysis matches n-grams generated from strings within customer identifiers, with n-grams generated from customer identification fields while searching one or more databases. Approximate string matching can incorporate a closeness metric based on Jaccard distance, and a Gaussian mixture model of best matches. In one embodiment, a polymr search engine analyzes customer identifiers of inbound callers to retrieve customer data, such as customer demographic data, matched to the customer identifiers. In another embodiment, the polymr search engine analyzes customer identifiers of inbound callers to identify repeat callers and retrieve previously collected customer data. Retrieved customer data is used in predictive modeling and scoring value of the inbound call, and in routing the scored inbound call.

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Patent Owner(s)

  • MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Reagan, Andrew Springfield, US 4 27
Ross, Gareth Amherst, US 56 211
Schwager, Randall Englewood, US 2 4

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