Predictive mapping for routing telephone calls

Predictive mapping technology is used to route a telephone call from a user to a customer service representative. The disclosed technology can use any one or more of the following factors to map a telephone call from a user to a customer service representative: (1) a sentiment score based on a topic...

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Bibliographic Details
Main Authors Medina, III, Reynaldo, Lopez, Mark Anthony, Williams, Kristopher, Daali, Amy
Format Patent
LanguageEnglish
Published 04.10.2022
Subjects
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Summary:Predictive mapping technology is used to route a telephone call from a user to a customer service representative. The disclosed technology can use any one or more of the following factors to map a telephone call from a user to a customer service representative: (1) a sentiment score based on a topic of conversation; (2) an experience score of the customer service representative with a topic of conversation; and (3) a performance score of the customer service representative in managing a topic of conversation.
Bibliography:Application Number: US202016808888