United Services Automobile Association (usaa)

Merrill Lamar Madsen

Allen J Guidry

Samantha Sprague

Mark Cook

Kelly Condon

Conor Wroble

Austin Jenkins

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

Call routing technology can route a current call from a person based on an analysis of call data related to a prior call from the same person. For example, based at least on a customer satisfaction score determined from call data related to a prior call, a call routing server can identify one or more persons to whom a current call from the same person should be routed. Next, the call routing server can route the current call to one of the identified customer service representatives.

Call routing system

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Anthem, AZ, United States of America

Merrill Lamar Madsen