United Services Automobile Association (usaa)

Allen J Guidry

Darrius Jones

Peter H McKenna

Enrique A Tamayo

Kory Michael Upton

Julio Estevez-Breton

Merrill Lamar Madsen

A system can route a call based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

Call routing methods and systems

A method includes receiving, at one or more processors, data indicative of a customer communication, inputting, via the one or more processors, the data to a first communication routing model corresponding to a first product or service goal associated with one or more product or service types, and determining, via the one or more processors and based on the first communication routing model, a first score corresponding to a first likelihood that the customer communication will satisfy the first product or service goal. The method also includes inputting, via the one or more processors, the data to a second communication routing model different than the first communication routing model and corresponding to a second product or service goal associated with the one or more product or service types, and determining, via the one or more processors and based on the second communication routing model, a second score corresponding to a second likelihood that the customer communication will satisfy the second product or service goal. The method also includes routing, via the one or more processors, the customer communication to a member service representative group based on a comparison of the first score with the second score or a first weighted score derived from the first score with a second weighted score derived from the second score.

Model-based communication routing system and method

A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

Methods and systems for routing calls based on a minimum expected delay, classification, and priority of the call are provided. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

Growing community of inventors

San Antonio, TX, United States of America

Allen J Guidry