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Routing calls to preferred agents

  • US 9,692,897 B2
  • Filed: 10/31/2014
  • Issued: 06/27/2017
  • Est. Priority Date: 10/31/2014
  • Status: Active Grant
First Claim
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1. An apparatus for routing customer calls to preferred agents, the apparatus comprising:

  • a memory;

    a processor; and

    a computing module stored in the memory, executable by the processor, and to cause the processor to;

    receive a telephone call from a customer using a user device;

    determine an identity of the customer;

    retrieve information associated with a matching entry;

    based at least in part on the retrieved information, select one or more agents;

    determine a purpose of the telephone call, the determining comprising;

    accessing an online banking history corresponding to the customer,determining recent customer financial activity based on the accessed online banking history, anddetermining the purpose of the telephone call based on the recent customer financial activity;

    route the telephone call to one of the selected agents based at least in part on the determined purpose for the telephone call;

    receive customer input indicating the customer would like to conduct a video call;

    in response to receiving the customer input, forward the telephone call to a video desktop computer, thereby resulting in the telephone call becoming the video call;

    determine an interaction rating associated with the video call based at least in part on analysis of audio characteristics associated with the video call, wherein the audio characteristics comprise language, tone, and inflection associated with a call; and

    based on determining the interaction rating, update a list of one or more preferred agents associated with the customer.

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