Invention Grant
US08718271B2 Call routing methods and systems based on multiple variable standardized scoring
有权
基于多变量标准化评分的呼叫路由方法和系统
- Patent Title: Call routing methods and systems based on multiple variable standardized scoring
- Patent Title (中): 基于多变量标准化评分的呼叫路由方法和系统
-
Application No.: US12202091Application Date: 2008-08-29
-
Publication No.: US08718271B2Publication Date: 2014-05-06
- Inventor: S. James P. Spottiswoode
- Applicant: S. James P. Spottiswoode
- Applicant Address: BM Hamilton
- Assignee: Satmap International Holdings Limited
- Current Assignee: Satmap International Holdings Limited
- Current Assignee Address: BM Hamilton
- Agency: Foley & Lardner LLP
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00

Abstract:
Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes combining multiple output variables of a pattern matching algorithm (for matching callers and agents) into a single metric for use in the routing system. The pattern matching algorithm may include a neural network architecture, where the exemplary method combines output variables from multiple neural networks. The method may include determining a Z-score of the variable outputs and determining a linear combination of the determined Z-scores for a desired output. Callers may be routed to agents via the pattern matching algorithm to maximize the output value or score of the linear combination. The output variables may include revenue generation, cost, customer satisfaction performance, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.
Public/Granted literature
- US20090190747A1 CALL ROUTING METHODS AND SYSTEMS BASED ON MULTIPLE VARIABLE STANDARDIZED SCORING Public/Granted day:2009-07-30
Information query