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. 19, 2022
Filed:
Aug. 16, 2021
Capital One Services, Llc, McLean, VA (US);
Cruz Vargas, Denver, CO (US);
Phoebe Atkins, Rockville, VA (US);
Rajko Ilincic, Annandale, VA (US);
Matthew Peroni, Bedford, MA (US);
Lin Ni Lisa Cheng, New York, NY (US);
Deny Daniel, Medford, MA (US);
CAPITAL ONE SERVICES, LLC, McLean, VA (US);
Abstract
A system for dynamically routing customer calls. For example, the system may receive user interaction data associated with a first user using a first user device. The system may also receive a phone call from a user using a first phone number. The system may also identify the user via the first phone number. The system may determine, using a first machine learning model, whether the first user has a first emotion type based on the user interaction data. When the first user does not have the first emotion type, the system may route the first user to any call center representative. When the first user has the first emotion type, the system may route the first user to a first call center representative among one or more first call center representatives.