The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jul. 20, 2021
Filed:
Apr. 03, 2019
T-mobile Innovations Llc, Overland Park, KS (US);
Michael A. Gailloux, Overland Park, KS (US);
Kenneth W. Samson, Belton, MO (US);
Sprint Communications Company L.P., Overland Park, KS (US);
Abstract
A method of adapting customer care handling automated workflows. The method comprises creating records of calls by a subscriber to a customer care handling system, analyzing the records of calls by a customer care handling adaptation application, comparing by the application a frequency of calls to customer care and a frequency of account credits granted to the subscriber to a correlation threshold, where the correlation threshold is randomly varied within predefined correlation values, tagging the wireless communication service account of the subscriber by the application as manipulative of customer care, receiving a call from the subscriber to the customer care handling system, determining by the customer care handling system that the subscriber is tagged as manipulative of customer care, and adapting the handling automated workflow for the subscriber by the customer care handling system based on the determination that the subscriber is tagged as manipulative of customer care.