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:
Oct. 17, 2023
Filed:
Nov. 30, 2021
Uipco, Llc, San Antonio, TX (US);
Merrill Lamar Madsen, Anthem, AZ (US);
Allen James Guidry, San Antonio, TX (US);
United Services Automobile Association (USAA), San Antonio, TX (US);
Abstract
A method includes receiving, at one or more processors, data indicative of a customer communication, inputting, via the one or more processors, the data to a first communication routing model corresponding to a first product or service goal associated with one or more product or service types, and determining, via the one or more processors and based on the first communication routing model, a first score corresponding to a first likelihood that the customer communication will satisfy the first product or service goal. The method also includes inputting, via the one or more processors, the data to a second communication routing model different than the first communication routing model and corresponding to a second product or service goal associated with the one or more product or service types, and determining, via the one or more processors and based on the second communication routing model, a second score corresponding to a second likelihood that the customer communication will satisfy the second product or service goal. The method also includes routing, via the one or more processors, the customer communication to a member service representative group based on a comparison of the first score with the second score or a first weighted score derived from the first score with a second weighted score derived from the second score.