Telephonic communication routing system based on customer satisfaction
First Claim
1. A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the non-transitory computer readable medium comprising the plurality of code segments that, when executed by a processor:
- receive a customer identifier, wherein the customer identifier is generated from at least one of;
automatic number identification (ANI), a customer voice portal prompted variable, or an IP address;
determine whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising call assessment data that comprises customer satisfaction data, and a customer profile;
record a telephonic communication from a caller to obtain caller voice data;
mine the stored historic data associated with the received customer identifier in the caller voice data;
analyze the stored historic data corresponding to the received customer identifier and the stored customer identifier, wherein the customer profile included in the stored historic data is based on one or more components of a demographic identity of a customer;
associate the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic communication with one communication destination address being based on the analyzing of the stored historic data;
provide routing instructions which comprise identifying the one communication destination address;
generate a customer routing record for the customer that comprises the analyzed historic data; and
associate the customer routing record with each customer identifier and storing the customer routing record in the customer history database to facilitate future customer call routing.
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Accused Products
Abstract
A method for automatically routing a telephonic communication is provided, and includes receiving a customer identifier and communicating with a customer history database storing historic data and determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer profile included in the stored historic data is based on a portion of a customer'"'"'s demographic identity. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The method and systems additionally generate a customer routing record for the customer that includes the analyzed historic data, and associate the customer routing record with each customer identifier and store the customer routing record in the customer history database to facilitate future customer call routing.
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Citations
22 Claims
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1. A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the non-transitory computer readable medium comprising the plurality of code segments that, when executed by a processor:
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receive a customer identifier, wherein the customer identifier is generated from at least one of;
automatic number identification (ANI), a customer voice portal prompted variable, or an IP address;determine whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising call assessment data that comprises customer satisfaction data, and a customer profile; record a telephonic communication from a caller to obtain caller voice data; mine the stored historic data associated with the received customer identifier in the caller voice data; analyze the stored historic data corresponding to the received customer identifier and the stored customer identifier, wherein the customer profile included in the stored historic data is based on one or more components of a demographic identity of a customer; associate the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic communication with one communication destination address being based on the analyzing of the stored historic data; provide routing instructions which comprise identifying the one communication destination address; generate a customer routing record for the customer that comprises the analyzed historic data; and associate the customer routing record with each customer identifier and storing the customer routing record in the customer history database to facilitate future customer call routing. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:
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a customer history database storing historic data comprising call assessment data that comprises customer satisfaction data, and a customer profile, and the stored historic data being associated with a stored customer identifier; and
,a first server configured to receive a customer identifier input signal from a communication system, the server comprising logic that, when executed by a processor; communicates with the customer history database; determines whether the received customer identifier input signal corresponds to the stored customer identifier in the customer history database; record a telephonic communication from a caller to obtain caller voice data; mine the stored historic data associated with the received customer identifier in the caller voice data; analyzes the stored historic data corresponding to the received customer identifier and the mined historic data when the received customer identifier input signal corresponds to the stored customer identifier in the customer history database, wherein the customer profile included in the stored historic data is based on one or more components of a demographic identity of a customer; associates the telephonic communication with one of a plurality of communication destination addresses, the association being based on the analysis of the stored historic data corresponding to the received customer identifier and the demographic identity of the customer; communicates the one communication destination address to a switch, wherein the switch is configured to route the telephonic communication to the one communication destination address; generates a customer routing record for the customer that comprises the analyzed historic data; and associates the customer routing record with each customer identifier and stores the customer routing record in the customer history database to facilitate future customer call routing. - View Dependent Claims (13, 14, 15, 16, 17)
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18. A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:
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an interactive voice response system configured to receive telephonic communications and caller commands, the interactive voice response system further being configured to communicate with a telephone switch and a routing server; a telephone switch configured to route at least one of the telephonic communications to one of a plurality of communication destination addresses; a recording server in operable communication with the routing server, the recording server configured to record a telephonic communication between a caller and a customer service representative and comprising logic that, when executed by a processor; mines caller voice data associated with a customer identifier associated with the telephonic communication; generates call assessment data associated with the caller voice data, the call assessment data including customer satisfaction data; generates call preference data associated with the telephonic communication; and transmits the customer identifier, call assessment data and call preference data to a customer history database; and a routing server configured to receive a transmitted customer identifier from the interactive voice response system, the routing server comprising logic that, when executed by a processor; receives the customer identifier; determines whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer history database is configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising call assessment data, and a customer profile; analyzes the stored historic data corresponding to the received customer identifier and the stored customer identifier; associates the at least one of the telephonic communications with one of a plurality of communication destination addresses, wherein the association of the at least one of the telephonic communications with one communication destination address is based on the analysis of the stored historic data, wherein the customer profile included in the stored historic data is based on one or more components of a demographic identity of a customer; transmits a signal identifying the one communication destination address; generates a customer routing record for the customer that comprises the analyzed historic data; and associates the customer routing record with each customer identifier and stores the customer routing record in the customer history database to facilitate future customer call routing. - View Dependent Claims (19, 20)
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21. A method for automatically facilitating routing a telephonic communication to at least one of a plurality of communication destination addresses, which comprises:
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extracting stored call assessment data corresponding to a customer identified by a stored customer identifier, wherein the stored call assessment data comprises customer satisfaction data from a recorded telephonic communication; analyzing the stored call assessment data that is based on the customer satisfaction data and is associated with the stored customer identifier; associating the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic communication with one communication destination address being based on the analyzed stored call assessment data; providing routing instructions that comprise identifying the one communication destination address for the customer; generating a customer routing record for the customer that is based on the analyzed stored call assessment data; and associating the customer routing record with each customer identifier and storing each customer routing record in a customer history database to facilitate future customer call routing. - View Dependent Claims (22)
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Specification