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:
Aug. 16, 2016
Filed:
Mar. 05, 2015
Xerox Corporation, Norwalk, CT (US);
Veerasundaravel Thirugnanasundaram, Webster, NY (US);
Tong Sun, Penfield, NY (US);
Arun Bakthavachalu, Webster, NY (US);
Xerox Corporation, Norwalk, CT (US);
Abstract
What is disclosed is a customer relationship management system to help customer care agents prioritize a response to an incoming message. Historical conversations between customers and agents are retrieved. Each conversation has associated features and an assigned priority. Features are categorized into a plurality of categories. A priority is assigned to each category based on the features and the cumulative priority of all conversations in each category. Thereafter, an incoming message is received from a customer's computing device. Features are extracted from the incoming message. A determination is then made as to which of the categories this incoming message belongs based on this message's features. A priority is then assigned to the incoming message based on a priority assigned to the category which the incoming message belongs. The priority is then displayed for a customer agent so the agent can prioritize his/her response to that customer's incoming message.