Method and system for scheduling 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 a model to the inquiry information to determine a priority value for each inquiry, the model estimating the probability of an outcome of an inbound inquiry having a predetermined result; and
ordering the inbound inquiries with the priority values.
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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. The inbound call may be placed on a virtual hold or be responded to on a real-time basis based on the inbound inquiry'"'"'s priority value. 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. Forecasted outcomes are based on the goal of the inbound calls and include factors such as probability an inbound caller will hang up, probability that an inbound caller will alter a business relationship based on hold time, probability that an inbound caller will make a purchase, and the relative probable reward of responding to an inbound call.
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Citations
43 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 a model to the inquiry information to determine a priority value for each inquiry, the model estimating the probability of an outcome of an inbound inquiry having a predetermined result; and ordering the inbound inquiries with the priority values. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A method for determining inbound telephone call priority, 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 model to caller information of a pending inbound call to predict an outcome of the pending inbound call; and associating a priority with the pending inbound call, the priority based on the predicted outcome. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32)
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33. 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; and a scheduling module interfaced with the receiving device, the scheduling module operable to order the inbound inquiries for handling by the receiving device, the order based in part on the predicted outcome of the inbound inquiries. - View Dependent Claims (34, 35, 36, 37, 38)
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39. A system for responding to 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 places one or more inbound calls on hold and then releases the inbound call from hold based on the priority of the inbound call. - View Dependent Claims (40, 41, 42, 43)
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Specification