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:
Jun. 27, 2017
Filed:
Oct. 31, 2014
Bank of America Corporation, Charlotte, NC (US);
Carrie Anne Hanson, Charlotte, NC (US);
Alicia C. Jones-McFadden, Fort Mill, SC (US);
Craig Sobol, Waxhaw, NC (US);
Brent Alan Shelkey, Huntersville, NC (US);
Kimberly Ya-chin Chang, Houston, TX (US);
Sarah Beth Gottfried, Westlake, OH (US);
Wang Liang, Pasadena, CA (US);
Neha Rani Rathi, Reston, VA (US);
Anthony Scott Wong, Union, KY (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
Embodiments are directed to routing customer calls to preferred agents. Embodiments receive a call from a customer using a user device; determine an identity of the customer; retrieve information associated with the matching entry; based at least in part on the retrieved information, select one or more agents; and route the call to one of the selected agents. Some embodiments determine a telephone number from which the call was received; comparing the telephone number with a plurality of entries in a customer information database; and determining that the telephone number matches an entry in the database. Other embodiments receive a communication from the user device indicating that the customer has placed the call; determine that the customer is currently authenticated through an online banking session or a mobile application on the user device; and receive a communication from the user device indicating the customer's identity.