Patent US7050566B2 successfully refreshed from Google Patents.
US7050566B2
Expired / Lapsed
US
⏱️ 0.0 years remaining
Call processing system
Assignee: Assurant Inc
•
Filing: 2003-06-13
•
Granted: 2006-05-23
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Expires: 2023-06-13
Abstract
Abstract A system that is configured for determining the value of one or at least one incoming call and routing the call for processing based on this determined value. In one embodiment, the system routes very low value calls to an automated system for processing, and directs all other calls to human operators for processing. In another embodiment, the system assigns at least one agent to one or more of a plurality of groups of agents based on the agent's talent for performing a particular task. For example, the most talented agents at handling a particular type of call are assigned to a first group, and the second most talented agents at handling this type of call are assigned to a second group. In one embodiment, the most important calls are routed to the first, “most talented” group for processing, and less important calls are routed to the second group for processing.
Inventors
- 👤 Manuel Becerra
- 👤 Charles Thompson
- 👤 Glenn McMillan
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-05 08:48
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5166; H04M3/523; H04M3/5232; H04M3/5233; H04M3/5235
Claims Analysis
Total Claims: 70
Claim 1
Independent Claim
132 words
A call processing system that is configured for: assessing the importance of an incoming call; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's talent performing one or more particular tasks; said particular agent's talent for performing one or more particular tasks is said particular agent's talent for persuading customers to retain a service; and said call processing system is configured for measuring said particular agent's talent for persuading customers to retain a service based on data comprising the length of time that one or more customers retained a service after speaking with said particular agent.
Claim 2
Dependent Claim
132 words
A call processing system that is configured for: assessing the importance of an incoming call; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's talent performing one or more particular tasks; said particular agent's talent for performing one or more particular tasks is said particular agent's talent for persuading customers to retain a service; and said call processing system is configured for measuring said particular agent's talent for persuading customers to retain a service based on data comprising the length of time that one or more customers retained a service after speaking with said particular agent.
Claim 3
Dependent Claim
37 words
The call processing system of claim 1 , wherein said call processing system is configured for: determining whether to route said incoming call to an automated call processing system based on said importance of said incoming call.
Claim 4
Dependent Claim
41 words
The call processing system of claim 1 , wherein said call processing system is configured for routing said incoming call to said automated call processing system in response to determining to route said incoming call to an automated call processing system.
Claim 5
Dependent Claim
35 words
The system of claim 1 , wherein said call processing system is configured for determining whether to route said incoming call to a human operator for processing based on said importance of said incoming call.
Claim 6
Dependent Claim
54 words
The call processing system of claim 1 , wherein said call processing system is configured for: receiving data related to said incoming call; assigning a priority value to said incoming call based on said data; and using said priority value to determine whether to route said incoming call to an automated call processing system.
Claim 7
Dependent Claim
44 words
The system of claim 5 , wherein said call processing system is configured for routing said incoming call to said automated call processing system in response to determining, based on said priority value, to route said incoming call to an automated call processing system.
Claim 8
Dependent Claim
34 words
The call processing system of claim 5 , wherein said call processing system is configured for using said priority value to determine whether to route said incoming call to a human operator for processing.
Claim 9
Dependent Claim
14 words
The call processing system of claim 5 , wherein said data is account data.
Claim 10
Dependent Claim
76 words
The call processing system of claim 1 , wherein: said incoming call is related to the cancellation of a service; and said call processing system is configured for: determining whether it would be beneficial to attempt to persuade a customer not to cancel said service; and in response to determining that it would not be beneficial to attempt to persuade said customer not to cancel said service, routing said call to an automated call processing system.
Claim 11
Dependent Claim
46 words
The call processing system of claim 9 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer not to cancel said service comprises assessing whether an account associated with said call is likely to be profitable in the future.
Claim 12
Dependent Claim
44 words
The call processing system of claim 9 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer not to cancel said service comprises assessing whether an account associated with said call has been profitable in the past.
Claim 13
Dependent Claim
49 words
The call processing system of claim 1 , wherein said call processing system is configured for: processing calls from one or more individuals related to a particular service; and allowing at least one of said individuals to cancel said particular service substantially without the assistance of a human operator.
Claim 14
Dependent Claim
16 words
The call processing system of claim 12 , wherein said particular service is an insurance policy.
Claim 15
Dependent Claim
71 words
The call processing system of claim 1 , wherein said call processing system is configured for: receiving information related to said incoming call; using said information to determine whether it would be beneficial to have a human representative handle said incoming call; and in response to determining that it would not be beneficial to have a human representative handle said incoming call, routing said call to an automated call processing system.
Claim 16
Dependent Claim
43 words
The call processing system of claim 14 , wherein said call processing system is configured for, in response to determining that it would be beneficial to have a human representative handle said incoming call, routing said call to a human representative for processing.
Claim 17
Dependent Claim
15 words
The call processing system of claim 1 , wherein said service is an insurance policy.
Claim 18
Dependent Claim
63 words
The call processing system of claim 1 , wherein said call processing system is configured for: identifying, from a plurality of agents, a group of one or more “most talented” agents who are among the most talented agents within said plurality of agents at performing said one or more particular tasks; and designating said group of agents as said particular group of agents.
Claim 19
Dependent Claim
40 words
The call processing system of claim 17 , wherein said call processing system is further configured for routing said incoming call to said particular group of agents in response to determining that said incoming call is a relatively high-value call.
Claim 20
Dependent Claim
74 words
The call processing system of claim 17 , wherein: said particular group of agents is a first group of agents; said call processing system is configured for identifying, from said plurality of agents, a second group of agents; and said second group of agents is a group of one or more “least talented” agents who are among the least talented agents within said plurality of agents at performing said one or more particular tasks.
Claim 21
Dependent Claim
41 words
The call processing system of claim 19 , wherein said call processing system is further configured for routing a particular call to said group of “least talented agents” in response to determining that said particular call is a relatively low-value call.
Claim 22
Dependent Claim
149 words
The call processing system of claim 1 , wherein said call processing system is configured for: assigning a first talent rating to a first agent; assigning a second talent rating to a second agent; assigning a third talent rating to a third agent; in response to said first talent rating being above a pre-determined first threshold value, assigning said first agent to a first group of agents; in response to said second talent rating being below a pro-determined second threshold value, assigning said second agent to a second group of agents; in response to said third talent rating being below said first threshold value and above said second threshold value, assigning said third agent to a third group of agents; and routing said incoming to a selected one of said first, second, or third groups of agents based, at least in part, on said importance of said incoming call.
Claim 23
Dependent Claim
41 words
The call processing system of claim 1 , wherein said call processing system is configured for measuring said particular agent's talent for persuading customers to retain a service based on said particular agent's call save rate for one or more days.
Claim 24
Dependent Claim
41 words
The call processing system of claim 22 , wherein said call processing system is configured for measuring said particular agent's talent for persuading customers to retain a service based on said particular agent's saved revenue value for one or more days.
Claim 25
Dependent Claim
41 words
The call processing system of claim 1 , wherein said call processing system is configured for measuring said particular agent's talent for persuading customers to retain a service based on said particular agent's saved revenue value for one or more days.
Claim 26
Dependent Claim
124 words
A call processing system that is configured for: assessing the importance of an incoming call; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's talent for performing one or more particular tasks; said particular agent's talent for performing one or more particular tasks is said particular agent's talent for persuading customers to retain a service; and said call processing system is configured for measuring said particular agent's talent for persuading customers to retain a service based on said particular agent's call save rate for one or more days.
Claim 27
Dependent Claim
124 words
A call processing system that is configured for: assessing the importance of an incoming call; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's talent for performing one or more particular tasks; said particular agent's talent for performing one or more particular tasks is said particular agent's talent for persuading customers to retain a service; and said call processing system is configured for measuring said particular agent's talent for persuading customers to retain a service based on said particular agent's call save rate for one or more days.
Claim 28
Dependent Claim
37 words
The call processing system of claim 25 , wherein said call processing system is configured for: determining whether to route said incoming call to an automated call processing system based on said importance of said incoming call.
Claim 29
Dependent Claim
37 words
The system of claim 26 , wherein said system is configured for routing said incoming call to said automated call processing system in response to determining to route said incoming call to an automated call processing system.
Claim 30
Dependent Claim
35 words
The system of claim 25 , wherein said call processing system is configured for determining whether to route said incoming call to a human operator for processing based on said importance of said incoming call.
Claim 31
Dependent Claim
54 words
The call processing system of claim 25 , wherein said call processing system is configured for: receiving data related to said incoming call; assigning a priority value to said incoming call based on said data; and using said priority value to determine whether to route said incoming call to an automated call processing system.
Claim 32
Dependent Claim
46 words
The call processing system of claim 29 , wherein said call processing system is configured for routing said incoming call to said automated call processing system in response to determining, based on said priority values, to route said incoming call to an automated call processing system.
Claim 33
Dependent Claim
34 words
The call processing system of claim 29 , wherein said call processing system is configured for using said priority value to determine whether to route said incoming call to a human operator for processing.
Claim 34
Dependent Claim
14 words
The call processing system of claim 29 , wherein said data is account data.
Claim 35
Dependent Claim
76 words
The call processing system of claim 25 , wherein: said incoming call is related to the cancellation of a service; and said call processing system is configured for: determining whether it would be beneficial to attempt to persuade a customer not to cancel said service; and in response to determining that it would not be beneficial to attempt to persuade said customer not to cancel said service, routing said call to an automated call processing system.
Claim 36
Dependent Claim
46 words
The call processing system of claim 33 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer not to cancel said service comprises assessing whether an account associated with said call is likely to be profitable in the future.
Claim 37
Dependent Claim
44 words
The call processing system of claim 33 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer not to cancel said service comprises assessing whether an account associated with said call has been profitable in the past.
Claim 38
Dependent Claim
49 words
The call processing system of claim 25 , wherein said call processing system is configured for: processing calls from one or more individuals related to a particular service; and allowing at least one of said individuals to cancel said particular service substantially without the assistance of a human operator.
Claim 39
Dependent Claim
16 words
The call processing system of claim 36 , wherein said particular service is an insurance policy.
Claim 40
Dependent Claim
71 words
The call processing system of claim 25 , wherein said call processing system is configured for: receiving information related to said incoming call; using said information to determine whether it would be beneficial to have a human representative handle said incoming call; and in response to determining that it would not be beneficial to have a human representative handle said incoming call, routing said call to an automated call processing system.
Claim 41
Dependent Claim
43 words
The call processing system of claim 38 , wherein said call processing system is configured for, in response to determining that it would be beneficial to have a human representative handle said incoming call, routing said call to a human representative for processing.
Claim 42
Dependent Claim
15 words
The call processing system of claim 25 , wherein said service is an insurance policy.
Claim 43
Dependent Claim
63 words
The call processing system of claim 25 , wherein said call processing system is configured for identifying, from a plurality of agents, a group of one or more “most talented” agents who are among the most talented agents within said plurality of agents at performing said one or more particular tasks; and designating said group of agents as said particular group of agents.
Claim 44
Dependent Claim
40 words
The call processing system of claim 41 , wherein said call processing system is further configured for routing said incoming call to said particular group of agents in response to determining that said incoming call is a relatively high-value call.
Claim 45
Dependent Claim
74 words
The call processing system of claim 41 , wherein: said particular group of agents is a first group of agents; said call processing system is configured for identifying, from said plurality of agents, a second group of agents; and said second group of agents is a group of one or more “least talented” agents who are among the least talented agents within said plurality of agents at performing said one or more particular tasks.
Claim 46
Dependent Claim
41 words
The call processing system of claim 43 , wherein said call processing system is further configured for routing a particular call to said group of “least talented agents” in response to determining that said particular call is a relatively low-value call.
Claim 47
Dependent Claim
150 words
The call processing system of claim 25 , wherein said call processing system is configured for: assigning a first talent rating to a first agent; assigning a second talent rating to a second agent; assigning a third talent rating to a third agent; in response to said first talent rating being above a pre-determined first threshold value, assigning said first agent to a first group of agents; in response to said second talent rating being below a pre-determined second threshold value, assigning said second agent to a second group of agents; in response to said third talent rating being below said first threshold value and above said second threshold value, assigning said third agent to a third group of agents; and routing said incoming call to a selected one of said first, second, or third groups of agents based, at least in part, on said importance of said incoming call.
Claim 48
Dependent Claim
41 words
The call processing system of claim 25 , wherein said call processing system is configured for measuring said particular agent's talent for persuading customers to retain a service based on said particular agent's saved revenue value for one or more days.
Claim 49
Dependent Claim
124 words
A call processing system that is configured for: assessing the importance of an incoming call; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's talent for performing one or more particular tasks; said particular agent's talent for performing one or more particular tasks is said particular agent's talent for persuading customers to retain a service; and said call processing system is configured for measuring said particular agent's talent for persuading customers to retain a service based on said particular agent's saved revenue value for one or more days.
Claim 50
Dependent Claim
124 words
A call processing system that is configured for: assessing the importance of an incoming call; and routing said incoming call to a particular group of agents for processing based on said importance of said incoming call, wherein: at least one particular agent within said group of agents has been assigned to said group of agents based on said particular agent's talent for performing one or more particular tasks; said particular agent's talent for performing one or more particular tasks is said particular agent's talent for persuading customers to retain a service; and said call processing system is configured for measuring said particular agent's talent for persuading customers to retain a service based on said particular agent's saved revenue value for one or more days.
Claim 51
Dependent Claim
37 words
The call processing system of claim 47 , wherein said call processing system is configured for: determining whether to route said incoming call to an automated call processing system based on said importance of said incoming call.
Claim 52
Dependent Claim
41 words
The call processing system of claim 48 , wherein said call processing system is configured for routing said incoming call to said automated call processing system in response to determining to route said incoming call to an automated call processing system.
Claim 53
Dependent Claim
37 words
The call processing system of claim 47 , wherein said call processing system is configured for determining whether to route said incoming call to a human operator for processing based on said importance of said incoming call.
Claim 54
Dependent Claim
54 words
The call processing system of claim 47 , wherein said call processing system is configured for: receiving data related to said incoming call; assigning a priority value to said incoming call based on said data; and using said priority value to determine whether to route said incoming call to an automated call processing system.
Claim 55
Dependent Claim
46 words
The call processing system of claim 51 , wherein said call processing system is configured for routing said incoming call to said automated call processing system in response to determining based on said priority value, to route said incoming call to an automated call processing system.
Claim 56
Dependent Claim
34 words
The call processing system of claim 51 , wherein said call processing system is configured for using said priority value to determine whether to route said incoming call to a human operator for processing.
Claim 57
Dependent Claim
14 words
The call processing system of claim 51 , wherein said data is account data.
Claim 58
Dependent Claim
76 words
The call processing system of claim 47 , wherein: said incoming call is related to the cancellation of a service; and said call processing system is configured for: determining whether it would be beneficial to attempt to persuade a customer not to cancel said service; and in response to determining that it would not be beneficial to attempt to persuade said customer not to cancel said service, routing said call to an automated call processing system.
Claim 59
Dependent Claim
46 words
The call processing system of claim 55 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer not to cancel said service comprises assessing whether an account associated with said call is likely to be profitable in the future.
Claim 60
Dependent Claim
44 words
The call processing system of claim 55 , wherein said step of determining whether it would be beneficial to attempt to persuade said customer not to cancel said service comprises assessing whether an account associated with said call has been profitable in the past.
Claim 61
Dependent Claim
49 words
The call processing system of claim 47 , wherein said call processing system is configured for: processing calls from one or more individuals related to a particular service; and allowing at least one of said individuals to cancel said particular service substantially without the assistance of a human operator.
Claim 62
Dependent Claim
16 words
The call processing system of claim 58 , wherein said particular service is an insurance policy.
Claim 63
Dependent Claim
71 words
The call processing system of claim 47 , wherein said call processing system is configured for: receiving information related to said incoming call; using said information to determine whether it would be beneficial to have a human representative handle said incoming call; and in response to determining that it would not be beneficial to have a human representative handle said incoming call, routing said call to an automated call processing system.
Claim 64
Dependent Claim
43 words
The call processing system of claim 60 , wherein said call processing system is configured for, in response to determining that it would be beneficial to have a human representative handle said incoming call, routing said call to a human representative for processing.
Claim 65
Dependent Claim
15 words
The call processing system of claim 47 , wherein said service is an insurance policy.
Claim 66
Dependent Claim
63 words
The call processing system of claim 47 , wherein said call processing system is configured for identifying, from a plurality of agents, a group of one or more “most talented” agents who are among the most talented agents within said plurality of agents at performing said one or more particular tasks; and designating said group of agents as said particular group of agents.
Claim 67
Dependent Claim
40 words
The call processing system of claim 63 , wherein said call processing system is further configured for routing said incoming call to said particular group of agents in response to determining that said incoming call is a relatively high-value call.
Claim 68
Dependent Claim
74 words
The call processing system of claim 63 , wherein: said particular group of agents is a first group of agents; said call processing system is configured for identifying, from said plurality of agents, a second group of agents; and said second group of agents is a group of one or more “least talented” agents who are among the least talented agents within said plurality of agents at performing said one or more particular tasks.
Claim 69
Dependent Claim
41 words
The call processing system of claim 65 , wherein said call processing system is further configured for routing a particular call to said group of “least talented agents” in response to determining that said particular call is a relatively low-value call.
Claim 70
Dependent Claim
150 words
The call processing system of claim 47 , wherein said call processing system is configured for: assigning a first talent rating to a first agent; assigning a second talent rating to a second agent; assigning a third talent rating to a third agent; in response to said first talent rating being above a pre-determined first threshold value, assigning said first agent to a first group of agents; in response to said second talent rating being below a pre-determined second threshold value, assigning said second agent to a second group of agents; in response to said third talent rating being below said first threshold value and above said second threshold value, assigning said third agent to a third group of agents; and routing said incoming call to a selected one of said first, second, or third groups of agents based, at least in part, on said importance of said incoming call.
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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) | 2009-05-22 | 2009-11-21 | 2010-05-23 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2013-05-22 | 2013-11-21 | 2014-05-23 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2017-05-22 | 2017-11-21 | 2018-05-23 | $7700.00 | Window Closed / Lapsed |