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:
Jan. 17, 2023
Filed:
Aug. 27, 2021
Applicant:
Uipco, Llc, San Antonio, TX (US);
Inventors:
Vijay Jayapalan, San Antonio, TX (US);
Jeffrey David Calusinski, San Antonio, TX (US);
Assignee:
United Services Automobile Association (USAA), San Antonio, TX (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/523 (2006.01); H04M 3/51 (2006.01); G06F 40/40 (2020.01);
U.S. Cl.
CPC ...
H04M 3/5233 (2013.01); G06F 40/40 (2020.01); H04M 3/5175 (2013.01); H04M 3/5237 (2013.01); H04M 2203/408 (2013.01);
Abstract
A system and method for intelligently routing calls between customers and agents. The system and method use knowledge graphs to generate route recommendations for a route selection system. The system uses dynamically selected objective functions to generate the route recommendations. The objective functions may be selected according to the intent of the call. The system and method can also be used to reroute ongoing calls when the intent of the call changes.