US7027586B2
Expired / Lapsed
US
⏱️ 0.0 years remaining
Intelligently routing customer communications
Assignee: 24 7 AI Inc
•
Filing: 2003-12-18
•
Granted: 2006-04-11
•
Expires: 2023-12-18
Abstract
Abstract A method for intelligently routing customer communications to an agent includes receiving a customer's request to initiate communications. A modality of the requested communications is identified and a profile of the customer is obtained. An agent model is generated for each modality supported by each agent. An agent model is selected from a set of agent models for each of a set of agents, based upon the identified modality. The profile of the customer is compared with the selected model for each of the set of agents to determine a best match. A communications connection is established between the customer and the best matched agent.
Inventors
- 👤 Robert R. Bushey
- 👤 Benjamin A. Knott
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-03 17:39
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; H04M3/5191
Claims Analysis
Total Claims: 24
Claim 1
Independent Claim
83 words
A method for intelligently routing customer communications to an agent, comprising: receiving a customer's request to initiate communications; identifying a modality of the requested communications; obtaining a profile of the customer; selecting one of a plurality of agent models for each of a plurality of agents, based upon the identified modality; comparing the profile with the selected model for each of the plurality of agents to determine a best match, and establishing a communications connection between the customer and the best matched agent.
Claim 2
Independent Claim
83 words
A method for intelligently routing customer communications to an agent, comprising: receiving a customer's request to initiate communications; identifying a modality of the requested communications; obtaining a profile of the customer; selecting one of a plurality of agent models for each of a plurality of agents, based upon the identified modality; comparing the profile with the selected model for each of the plurality of agents to determine a best match, and establishing a communications connection between the customer and the best matched agent.
Claim 3
Dependent Claim
20 words
The method of claim 1 , in which the modality comprises a communication mode used by the customer to communicate.
Claim 4
Dependent Claim
46 words
The method of claim 2 , in which the communication mode comprises one of a telephone mode, an internet mode, a voice over internet protocol mode, and a text message mode, the text message mode comprising one of an instant message mode and an email mode.
Claim 5
Dependent Claim
28 words
The method of claim 1 , in which the best matched agent comprises one of a queue, an automated self-service application and an automated application employing speech recognition.
Claim 6
Dependent Claim
35 words
The method of claim 1 , in which the profile of the customer includes information identifying the customer and information identifying previous interaction between the customer and at least one of the plurality of agents.
Claim 7
Dependent Claim
34 words
The method of claim 1 , in which the profile of the customer includes information provided for the requested communications by at least one of the customer and a device used by the customer.
Claim 8
Dependent Claim
44 words
The method of claim 1 , in which the plurality of agent models for each agent comprise a set of weighted parameters that are used to generate a score, at least one of the weighted parameters having a different value for different agent models.
Claim 9
Independent Claim
92 words
An apparatus for intelligently routing customer communications to an agent in a telecommunications environment, comprising: at least one processor that receives a customer's request to initiate communications, identifies a modality of the requested communications, obtains a profile of the customer, selects one of a plurality of agent models for each of a plurality of agents, based upon the identified modality, compares the profile with the selected model for each of the plurality of agents to determine a best match, and establishes a communications connection between the customer and the best matched agent.
Claim 10
Independent Claim
92 words
An apparatus for intelligently routing customer communications to an agent in a telecommunications environment, comprising: at least one processor that receives a customer's request to initiate communications, identifies a modality of the requested communications, obtains a profile of the customer, selects one of a plurality of agent models for each of a plurality of agents, based upon the identified modality, compares the profile with the selected model for each of the plurality of agents to determine a best match, and establishes a communications connection between the customer and the best matched agent.
Claim 11
Dependent Claim
20 words
The apparatus of claim 8 , in which the modality comprises a communication mode used by the customer to communicate.
Claim 12
Dependent Claim
46 words
The apparatus of claim 9 , in which the communication mode comprises one of a telephone mode, an internet mode, a voice over internet protocol mode, and a text message mode, the text message mode comprising one of an instant message mode and an email mode.
Claim 13
Dependent Claim
28 words
The apparatus of claim 8 , in which the best matched agent comprises one of a queue, an automated self-service application and an automated application employing speech recognition.
Claim 14
Dependent Claim
35 words
The apparatus of claim 8 , in which the profile of the customer includes information identifying the customer and information identifying previous interaction between the customer and at least one of the plurality of agents.
Claim 15
Dependent Claim
34 words
The apparatus of claim 8 , in which the profile of the customer includes information provided for the requested communications by at least one of the customer and a device used by the customer.
Claim 16
Dependent Claim
44 words
The apparatus of claim 8 , in which the plurality of agent models for each agent comprise a set of weighted parameters that are used to generate a score, at least one of the weighted parameters having a different value for different agent models.
Claim 17
Dependent Claim
119 words
A computer readable medium that stores a program for intelligently routing customer communications to an agent, comprising: a request receiving code segment that receives a customer's request to initiate communications; a modality identifying code segment that identifies a modality of the requested communications; a profile obtaining code segment that obtains a profile of the customer; an agent model selecting code segment that selects one of a plurality of agent models for each of a plurality of agents, based upon the identified modality; a comparison code segment that compares the profile with the selected model for each of the plurality of agents to determine a best match, and establishing a communications connection between the customer and the best matched agent.
Claim 18
Dependent Claim
119 words
A computer readable medium that stores a program for intelligently routing customer communications to an agent, comprising: a request receiving code segment that receives a customer's request to initiate communications; a modality identifying code segment that identifies a modality of the requested communications; a profile obtaining code segment that obtains a profile of the customer; an agent model selecting code segment that selects one of a plurality of agent models for each of a plurality of agents, based upon the identified modality; a comparison code segment that compares the profile with the selected model for each of the plurality of agents to determine a best match, and establishing a communications connection between the customer and the best matched agent.
Claim 19
Dependent Claim
22 words
The computer readable medium of claim 15 , in which the modality comprises a communication mode used by the customer to communicate.
Claim 20
Dependent Claim
48 words
The computer readable medium of claim 16 , in which the communication mode comprises one of a telephone mode, an internet mode, a voice over internet protocol mode, and a text message mode, the text message mode comprising one of an instant message mode and an email mode.
Claim 21
Dependent Claim
30 words
The computer readable medium of claim 15 , in which the best matched agent comprises one of a queue, an automated self-service application and an automated application employing speech recognition.
Claim 22
Dependent Claim
37 words
The computer readable medium of claim 15 , in which the profile of the customer includes information identifying the customer and information identifying previous interaction between the customer and at least one of the plurality of agents.
Claim 23
Dependent Claim
36 words
The computer readable medium of claim 15 , in which the profile of the customer includes information provided for the requested communications by at least one of the customer and a device used by the customer.
Claim 24
Dependent Claim
46 words
The computer readable medium of claim 15 , in which the plurality of agent models for each agent comprise a set of weighted parameters that are used to generate a score, at least one of the weighted parameters having a different value for different agent models.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2009-04-10 | 2009-10-10 | 2010-04-11 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2013-04-10 | 2013-10-10 | 2014-04-11 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2017-04-10 | 2017-10-10 | 2018-04-11 | $7700.00 | Window Closed / Lapsed |