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Telephonic communication routing system based on customer satisfaction

  • US 10,129,394 B2
  • Filed: 06/30/2017
  • Issued: 11/13/2018
  • Est. Priority Date: 03/30/2007
  • Status: Active Grant
First Claim
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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:

  • 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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