Intelligent communication routing system and method

• US 10,491,748 B1
• Filed: 10/30/2017
• Issued: 11/26/2019
• Est. Priority Date: 04/03/2006
• Status: Active Grant

• Current Assignee: Patent Armory Inc.
• Original Assignee: Steven Mark Hoffberg, Wai Wu
• Inventors: Wu, Wai, Hoffberg, Steven M.
• Primary Examiner(s): Nguyen, Quynh H
• Assistant Examiner(s): Pope, Kharye
• Application Number:
  US15/797,070
• Time in Patent Office: 757 Days
• Field of Search: 37926511, 37926501, 37926502, 37926509, 37926503, 37926506, 37926513, 37926505, 379272, 379 1001, 3792651, 37926512, 37926514
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A communications routing system, and method, for representing a plurality of predicted characteristics of a plurality of communications sources, each having an economic utility; representing a plurality of predicted characteristics of a plurality of communications targets each having an economic utility; and determining an optimal routing between the plurality of communications sources and the plurality of communications targets, by maximizing an aggregate utility with respect to the respective predicted characteristics of communications source and communications destination represented by linkages.

Claims

1. A system for assigning communications, comprising a processor and a memory, configured to associate respective communications with respective resources, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to:

receive a plurality of respective communications;

identify a plurality of resources available for association with a respective communication and capable of handling the respective communication, each available resource having a limited quantitative capacity for association with multiple communications, and an availability state;

calculate a respective score associated with each available resource dependent on the availability state of a respective available resource;

estimate an expected economic value to be obtained by associating each respective communication with each respective available resource, dependent on at least the score and a respective communication-content dependent value function of an outcome of a respective communication associated with a respective available resource; and

assign each of the plurality of respective communications to one of the plurality of resources based on at least the estimated expected economic value to be obtained by associating each respective communication with each respective resource.

2. The system according to claim 1, wherein the expected economic value comprises an expected revenue resulting from assigning each respective communication with each respective available resource.

3. The system according to claim 1, wherein the expected economic value comprises an expected profit from assigning each respective communication with each respective available resource.

4. The system according to claim 1, wherein the expected economic value comprises at least one of a cost-benefit and a cost-effectiveness of an association of a respective communication.

5. The system according to claim 1, wherein the availability state is selectively dependent on an estimated wait time before a respective communication is associated with a respective available resource.

6. The system according to claim 1, wherein the plurality of communications each comprise a bidirectional telephone communication.

7. The system according to claim 1, wherein the plurality of resources each comprise a respective call center agent.

8. The system according to claim 1, wherein the estimated economic value to be obtained by associating each respective communication with each respective available resource is determined based on a testing of each possible set of concurrent association of respective communications with respective available resources, consistent with the limited capacity for association with communications of each respective available resource.

9. The system according to claim 1, wherein the association of respective communications to respective available resources results in a persistent change in the expected economic value of a future association of the respective communications to the respective available resources.

10. The system according to claim 9, wherein the assignment of each of the plurality of respective communications to one of the plurality of resources is further based on at least one of a predicted oscillation and a predicted chaotic behavior of the expected economic value of a future association of the respective communications with a respective available resources.

11. A method for assigning communications, comprising:

receiving a plurality of respective communications for association with a respective resource selected from a plurality of resources;

identifying a plurality of resources available for association with a respective communication and capable of handling the respective communication, each available resource having a limited quantitative capacity for association with multiple communications and an availability state;

calculating a respective score associated with each available resource dependent on the availability state of a respective available resource;

estimating an expected economic value to be obtained by associating each respective communication with each respective available resource, dependent on at least the score and a respective communication-content dependent value function of an outcome of a respective communication associated with a respective available resource; and

assigning each of the plurality of respective communications to one of the plurality of resources based on at least the estimated expected economic value to be obtained by associating each respective communication with each respective resource.

12. The method according to claim 11, wherein the expected economic value comprises at least one of an expected revenue resulting from association of the respective communication, an expected profit resulting from association of the respective communication, an expected cost-benefit resulting from association of the respective communication, and an expected cost-effectiveness resulting from association of the respective communication.

13. The method according to claim 11, wherein the availability state score is selectively dependent on an estimated wait time before a respective communication is associated with a respective available resource.

14. The method according to claim 11, wherein the plurality of communications each comprise a bidirectional telephone communication.

15. The method according to claim 11, wherein the plurality of resources each comprise a respective call center agent.

16. The method according to claim 11, wherein the estimated economic value to be obtained by associating each respective communication with each respective available resource is determined based on a testing of each possible set of concurrent associations of respective communications with respective available resources, consistent with the limited capacity for association with communications of each respective available resource.

17. The method according to claim 11, wherein associating of respective communications to respective available resources results in a persistent change in the expected economic value of a future association of the respective communications to respective available resource.

18. The method according to claim 17, wherein the assigning of each of the plurality of respective communications to one of the plurality of resources is further based on at least one of a predicted oscillation and a predicted chaotic behavior of the expected economic value of a future association of the respective communications with a respective available resource.

19. A method for controlling communications routing, comprising:

receiving information a representing a plurality of communications, a plurality of the communications being concurrently queued for routing, each respective communication involving a respective task dependent on the communication;

identifying a plurality of communication targets available or imminently available for handling a respective communication of the plurality of communications and capable of performing the respective task dependent on the communication, the respective communication targets having a limited quantitative capacity for handling multiple respective tasks;

determining a latency for each of the plurality of communication targets with respect to a respective task to be handled;

estimating an economic value for routing each respective communication to a respective one of a plurality of alternate communication targets, dependent on at least the latency, a consumption of the limited capacity for handling respective tasks, and a communication-content dependent benefit expected to result as an outcome from handling the respective task;

selecting an optimal routing of each of the plurality of communications to a respective alternate communication target dependent on at least a comparison of the estimated economic value for each possible routing of each respective communication to the plurality of alternate communication targets; and

communicating the optimal routing to a communication routing device.

20. The method according to claim 19, wherein the estimated economic value is determined based on a combinatorial analysis, and is adaptive with respect to a predicted persistent change in the expected economic value of a future routing of at least one respective communication to a respective alternate communication target.