Method and system for self-service scheduling of inbound inquiries
First Claim
1. A method for ordering inbound inquiries, the method comprising:
- receiving plural inbound inquiries, each inbound inquiry having associated inquiry information;
applying one or more models to the inquiry information to determine a priority value for each inquiry; and
forcing inbound inquiries having a priority value of less than a predetermined amount into self service.
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Accused Products
Abstract
A method and system schedules inbound inquiries, such as inbound telephone calls, for response by agents in an order that is based in part on the forecasted outcome of the inbound inquiries. A scheduling module applies inquiry information to a model to forecast the outcome of an inbound inquiry. The forecasted outcome is used to set a priority value for ordering the inquiry. The priority value may be determined by solving a constrained optimization problem that seeks to maximize an objective function, such as maximizing an agent'"'"'s productivity to produce sales or to minimize inbound call attrition. A modeling module generates models that forecast inquiry outcomes based on a history and inquiry information. Statistical analysis such as regression analysis determines the model with the outcome related to the nature of the inquiry. Operator wait time is regulated by forcing low priority and/or highly tolerant inbound inquiries to self service.
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Citations
49 Claims
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1. A method for ordering inbound inquiries, the method comprising:
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receiving plural inbound inquiries, each inbound inquiry having associated inquiry information;
applying one or more models to the inquiry information to determine a priority value for each inquiry; and
forcing inbound inquiries having a priority value of less than a predetermined amount into self service. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A method for identifying inbound telephone calls for handling by self service, the method comprising:
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developing one or more models from a history of inbound calls, the history having caller information and outcome results from inbound telephone calls;
applying the one or more models to caller information associated with a pending inbound call to predict an outcome of the pending inbound call; and
forcing inbound telephone calls having a predetermined predicted outcome to self service. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 38, 39, 40, 41, 42)
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37. A system for scheduling inbound calls, the system comprising:
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a receiving device operable to receive plural inbound inquiries and to provide the inbound inquiries to one or more agents, the receiving device having self service and operator service; and
a scheduling module interfaced with the receiving device, the scheduling model operable to force predetermined inbound inquiries to self service handling by the receiving device, the determination of self service based in part on the predicted outcome of the inbound inquiries.
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43. A system for regulating caller wait times for inbound calls, the system comprising:
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a telephone call receiving device interfaced with a network to receive plural inbound calls; and
a scheduling system associated with the receiving device and having a scheduling module that prioritizes the inbound calls in accordance with forecasted outcomes for the inbound calls;
wherein the scheduling system forces one or more inbound calls to self service to regulate caller wait time, the scheduling system forcing predetermined inbound calls to self service based on the forecasted outcome of the inbound call. - View Dependent Claims (44, 45, 46, 47, 48, 49)
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Specification