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:
May. 23, 2023
Filed:
Feb. 06, 2022
Incontact Inc., Sandy, UT (US);
Kunal Khanvilkar, Maharashtra, IN;
Rahul Vyas, Rajasthan, IN;
Salil Dhawan, Maharashtra, IN;
Sourav Chauhan, New Delhi, IN;
INCONTACT INC., Sandy, UT (US);
Abstract
A computerized-method for enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory-digital-channel type. The computerized-method may include operating an Abandoned-Interactions-Input-Utilization (AIIU) module. The AIIU-module may include: (a) operating an accumulator-module to: (i) retrieve abandoned inbound-interactions from the data store of abandoned inbound-interactions and (ii) forward details of the abandoned inbound-interactions to an analyzer-module; (b) for each abandoned inbound-interaction of the abandoned inbound-interactions, a. operating the analyzer-module on the forwarded details of abandoned inbound-interactions to: (i) extract query context and metadata; and (ii) identify a satisfactory-digital-channel type; b. operating a processor-module to: (i) identify an agent having skills to handle the extracted query and (ii) prepare a task based on the extracted query context and metadata and the identified satisfactory digital-channel type; and (c) sending the task to a routing-system to be assigned to the identified agent for operation thereof via the identified satisfactory-digital-channel type.