System and method for processing high frequency callers
First Claim
1. A call processing system, comprising:
- a communications interface configured to receive telephonic calls;
a memory including the contents and frequency of previous telephonic conversations from a caller, and a controller programmed to;
determine reception of a telephonic call from a caller having one or more accounts associated with the caller;
utilize predictive analytics to determine a predicted question to be requested from the caller utilizing data correlating to previous conversations associated with the caller stored in memory;
determine an answer to the predicted question of the caller consisting of data from the one or more accounts associated with the caller; and
determine a time frequency to provide a notification to the detected caller containing the determined answer to the predicted question of the caller without necessitating the caller to initiate future telephonic calls to the communications interface regarding the predicted question utilizing the stored contents and frequency of previous telephonic calls associated with the caller.
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Accused Products
Abstract
A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.
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Citations
10 Claims
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1. A call processing system, comprising:
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a communications interface configured to receive telephonic calls; a memory including the contents and frequency of previous telephonic conversations from a caller, and a controller programmed to; determine reception of a telephonic call from a caller having one or more accounts associated with the caller; utilize predictive analytics to determine a predicted question to be requested from the caller utilizing data correlating to previous conversations associated with the caller stored in memory; determine an answer to the predicted question of the caller consisting of data from the one or more accounts associated with the caller; and determine a time frequency to provide a notification to the detected caller containing the determined answer to the predicted question of the caller without necessitating the caller to initiate future telephonic calls to the communications interface regarding the predicted question utilizing the stored contents and frequency of previous telephonic calls associated with the caller. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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Specification