Look ahead method and apparatus for predictive dialing using a neural network
First Claim
1. A look-ahead method for predictive dialing, comprising the steps of:
- storing a first call record, said first call record comprising a first group of input parameters, said first group of input parameters comprising a first date, a first time of day, and a first workload factor;
storing a second call record, said second call record comprising a second group of input parameters, said second group of input parameters comprising a second date, a second time of day, and a second workload factor; and
learning from said first call record and said second call record a relationship between said first and second groups of input parameters and a plurality of dial actions.
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Accused Products
Abstract
A predictive dialing system having a computer connected to a telephone switch stores a group of call records in its internal storage. Each call record contains a group of input parameters, including the date, the time, and one or more workload factors. Workload factors can indicate the number of pending calls, the number of available operators, the average idle time, the connection delay, the completion rate, and the nuisance call rate, among other things. In the preferred embodiment, each call record also contains a dial action, which indicates whether a call was initiated or not. These call records are analyzed by a neutral network to determine a relationship between the input parameters and the dial action stored in each call record. This analysis is done as part of the training process for the neutral network. After this relationship is determined, the computer system sends a current group of input parameters to the neural network, and, based on the analysis of the previous call records, the neural network determines whether a call should be intiated or not. The neural network bases its decision on the complex relationship it has learned from its training data--perhaps several thousand call records spanning several days, months, or even years. The neural network is able to automatically adjust--in a look ahead, proactive manner--for slow and fast periods of the day, week, month, and year.
296 Citations
35 Claims
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1. A look-ahead method for predictive dialing, comprising the steps of:
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storing a first call record, said first call record comprising a first group of input parameters, said first group of input parameters comprising a first date, a first time of day, and a first workload factor; storing a second call record, said second call record comprising a second group of input parameters, said second group of input parameters comprising a second date, a second time of day, and a second workload factor; and learning from said first call record and said second call record a relationship between said first and second groups of input parameters and a plurality of dial actions. - View Dependent Claims (2, 3, 4, 5)
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6. A look-ahead method for predictive dialing, comprising the steps of:
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storing a first call record, said first call record comprising a first group of input parameters and a first dial action, said input parameters comprising a first date, a first time of day, and a first workload factor; storing a second call record, said second call record comprising a second group of input parameters and a second dial action, said input parameters comprising a second date, a second time of day, and a second workload factor; and learning from said first call record and said second call record a relationship between said first and second groups of input parameters and said first and second dial actions. - View Dependent Claims (7, 8, 9, 10)
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11. A look-ahead method for predictive dialing using a neural network, comprising the steps of:
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storing a first call record, said first call record comprising a first group of input parameters, said first group of input parameters comprising a first date, a first time of day, and a first workload factor; storing a second call record, said second call record comprising a second group of input parameters, said second group of input parameters comprising a second date, a second time of day, and a second workload factor; and said neutral network learning from said first call record and said second call record a relationship between said first and second groups of input parameters and a plurality of dial actions. - View Dependent Claims (12, 13, 14, 15, 16, 17)
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18. A computer system for predictive dialing, comprising:
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means for storing a first call record, said first call record comprising a first group of input parameters and a first dial action, said input parameters comprising a first data, a first time of day, and a first workload factor; means for storing a second call record, said second call record comprising a second group of input parameters and a second dial action, said input parameters comprising a second data, a second time of day, and a second workload factor; and means for learning from said first call record and said second call record a relationship between said first and second groups of input parameters and said first and second dial actions. - View Dependent Claims (19, 20, 21, 22, 23, 24)
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25. A program product for predictive dialing, comprising:
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a first call record, said first call record comprising a first group of input parameters and a first dial action, said input parameters comprising a first date, a first time of day, and a first workload factor; a second call record, said second call record comprising a second group of input parameters and a second dial action, said input parameters comprising a second date, a second time of day, and a second workload factor; and means for learning from said first call record and said second call record a relationship between said first and second groups of input parameters and said first and second dial actions. - View Dependent Claims (26, 27, 28, 29, 30, 31)
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32. A predictive dialing system, comprising:
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a computer system having a processor and storage; a telephone switch connected top said computer; said computer system further comprising; means for storing a first call record each said first call record comprising a first group of input parameters and a first dial action, said input parameters comprising a first date, a first time of day, and a first workload factor; means for storing a second call record, said second call record comprising a second group of input parameters and a second dial action, said input parameters comprising a second date, a second time of day, and a second workload factor; and means for learning from said first call record and said second call record a relationship between said first and second groups of input parameters and said first and second dial actions. means for creating a current call record containing a current data, a current time, and a current workload factor; means for determining whether a call should be initiated at said current time, said current date, and said current workload factor based on said relationship learned by said learning step; and means for instructing said telephone switch to connect an operator telephone with an external telephone if said relationship between said group of input parameters and said dial actions indicates that said connection should be initiated at said current time, said current date, and said current workload factor. - View Dependent Claims (33)
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34. A predictive dialing system, comprising:
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a computer system, comprising; a processor; storage; a neural network; a telephone switch connected to said computer; said neural network further comprising; means for storing a first call record, said first call record comprising a first group of input parameters and a first dial action, said input parameters comprising a first data, a first time of day, and a first workload factor; means for storing a second call record, said second call record comprising a second group of input parameters and a second dial action, said input parameters comprising a second date, a second time of day, and a second workload factor; and means for learning from said first call record and said second call record a relationship between said first and second groups of input parameters and said first and second dial actions, means for creating a current call record containing a current date, a current time, and a current workload factor; means for determining whether a call should be initiated at said current time, said current date, and said current workload factor based on said relationship learned by said learning step; and means for instructing said telephone switch to connect an operator telephone with an external telephone if said relationship between said group of input parameters and said dial actions indicates that said connection should be initiated at said current time, said current date, and said current workload factor; - View Dependent Claims (35)
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Specification