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:
Dec. 20, 2016
Filed:
Jul. 16, 2013
Interactive Intellegence, Inc., Indianapolis, IN (US);
Jonathan M. Keller, Lafayette, IN (US);
Gregory P. Cunningham, Zionsville, IN (US);
INTERACTIVE INTELLIGENCE GROUP, INC., Indianapolis, IN (US);
Abstract
A system and method are presented for predictive live interaction offering and hosting. A mechanism may be provided for controlling outstanding offerings, or invitations, of communications with users through points of service. Offerings may include a live chat or a telephone callback request. In one embodiment, offerings may be optimized by analyzing factors such as agent history to predict when and how many agents will be available. Calculations may be continuously performed as invitations are accepted, declined, timed out, etc., to make certain more offers than can be handled are not extended.