×

System and method for developing and utilizing a contactability profile

  • US 10,248,917 B1
  • Filed: 10/14/2005
  • Issued: 04/02/2019
  • Est. Priority Date: 10/14/2004
  • Status: Active Grant
First Claim
Patent Images

1. A system for improving call center efficiency based on a contactability profile of an entity, comprising:

  • at least one memory configured to store data and instructions;

    at least one processing unit configured to access the at least one memory and execute the instructions, causing the at least one processing unit to;

    generate a contactability profile of an entity by;

    receiving, from a transaction system, transaction card usage data associated with the entity, the transaction card usage data comprising a transaction date and time and a transaction channel associated with each of a plurality of transactions;

    receiving, from a plurality of data sources, internet usage data associated with the entity'"'"'s access to a plurality of webpages, the internet usage data comprising an access time and an access channel for each of the plurality of webpages;

    extrapolating, by a discriminator controlling a plurality of data enhancers and based on the transaction card usage data and internet usage data, contactability data including both contactable times and channels and non-contactable times and channels;

    filtering the contactability data to remove conflicting contactability data indicating that the entity is both contactable and noncontactable at a same period of time; and

    calculating, based on the filtered contactability data, a plurality of probabilities that the entity will be available for contact at a respective specified time and via one or more communication channels,store, in the at least one memory, the contactability profile including a block of time indicating a calculated probability that the entity will be available at a specified time and via a specified channel;

    anda call generator system configured to;

    receive the contactability profile of the entity;

    schedule a telephone call during the block of time provided by the contactability profile;

    dial a telephone number provided in the contactability profile during the block of time;

    detect that the telephone call is answered by the entity; and

    connect a user to the answered telephone call.

View all claims
  • 2 Assignments
Timeline View
Assignment View
    ×
    ×