This inventor holds 3 USPTO granted patents. Top assignee: Massachusetts Mutual Life Insurance Company. Active years: 2022-2024.
Company Filing History:
Years Active: 2022-2024
Title: Innovations by Randall Schwager
Introduction
Randall Schwager is an accomplished inventor based in Englewood, Colorado. He has made significant contributions to the field of call management systems, holding a total of 3 patents. His work focuses on enhancing the efficiency of customer service operations through innovative technologies.
Latest Patents
One of his latest patents is a system and method for managing the routing of customer calls. This call management system identifies inbound callers by analyzing customer identifiers, which may include customer name, street address, and zip code. The system employs approximate string matching analysis to match n-grams generated from customer identifiers with those from customer identification fields while searching various databases. This analysis incorporates a closeness metric based on Jaccard distance and utilizes a Gaussian mixture model for identifying the best matches. In one embodiment, a Polymr search engine is used to analyze customer identifiers of inbound callers to retrieve relevant customer data, including demographic information. Additionally, the system can identify repeat callers and retrieve previously collected data, which is then used in predictive modeling and scoring the value of the inbound call, ultimately aiding in the routing of the scored calls.
Career Highlights
Randall Schwager is currently employed at Massachusetts Mutual Life Insurance Company, where he continues to innovate in the field of customer service technology. His work has significantly improved the efficiency of call centers, making them more responsive to customer needs.
Collaborations
He has collaborated with notable coworkers, including Gareth Ross and Andrew Reagan, contributing to a dynamic work environment that fosters innovation and creativity.
Conclusion
Randall Schwager's contributions to call management systems exemplify the impact of innovative thinking in enhancing customer service operations. His patents reflect a commitment to improving the efficiency and effectiveness of call centers, making a lasting difference in the industry.