AT&T Intellectual Property I, LP

Don Green

Sanjay Krishna

David Dunmire

John Roberts

Anna Aspley

Mazin E Gilbert

Tan Xu

David A Kapilow

Wen-Ling Hsu

Christopher Rath

Kelley Mantione

Cheryl Brooks

Devices, computer-readable media and methods for delivering customer service content associated with a reason code are disclosed. Examples of the present disclosure may include a processor of a telecommunication network identifying a reason code associated with calls from customers to a customer call center and determining a set of shared traits among the customers. The shared traits may be based upon first network event data and first customer account data associated with the customers. The processor may further determine a customer with a propensity to call score that exceeds a threshold and with a customer profile that matches the set of shared traits. The customer profile may be based upon second network event data and second customer account data associated with the customer. The processor may further deliver a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.

Call volume reduction based upon a propensity to call in connection with a reason code

Aspects of the subject disclosure may include an artificial intelligence method of routing customer service interactions which begins with an analysis of a body of historical interactions with customers. By monitoring an interaction between a user and an agent, the user's issue may be determined and a potential resolution resource may be identified. By monitoring an exchange between the user and the resource, the analysis may be updated. Other embodiments are disclosed.

System and method for artificial intelligence routing of customer service interactions

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Smyrna, GA, United States of America

Don Green