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:
Apr. 29, 2025
Filed:
Sep. 17, 2021
Optum, Inc., Minnetonka, MN (US);
Vivedha Elango, Chennai, IN;
Soundararajan Dhakshinamoorthy, Chennai, IN;
Srividya Thyagarajan, Chennai, IN;
Ninad D. Sathaye, Bangalore, IN;
Gregory J. Boss, Saginaw, MI (US);
Santhosh Kumar Gopynadhan, Chennai, IN;
Optum, Inc., Minnetonka, MN (US);
Abstract
To schedule a future interaction between a caller and a call-center, a management computing system associated with the call center is configured to determine an estimated call time for addressing the caller's issues, based at least in part on a predicted call intent as well as feature enrichment data received from one or more memory storage areas. Upon determining a predicted call duration for the call, the management computing entity accesses the caller's calendar, such as through an internet-based communication between the caller's user computing entity and the management computing entity, or via third-party access permissions provided by the caller. The management computing entity identifies one or more candidate timeslots based at least in part on the predicted call duration, and receives user input selecting a candidate timeslot for scheduling the callback.