Invention Grant
- Patent Title: Utilizing predictive models to improve predictive dialer pacing capabilities
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Application No.: US15625363Application Date: 2017-06-16
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Publication No.: US09807235B1Publication Date: 2017-10-31
- Inventor: Patrick M. McDaniel , Shang Gao
- Applicant: Noble Systems Corporation
- Applicant Address: US GA Atlanta
- Assignee: Noble Systems Corporation
- Current Assignee: Noble Systems Corporation
- Current Assignee Address: US GA Atlanta
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/51 ; H04M3/523

Abstract:
Various embodiments of the invention provide methods, systems, and computer-program products for pacing outbound calls placed by a predictive dialer in a contact center. Specifically, an ensemble made up of a global predictive model and a local predictive model is applied to each dialing record found in a plurality of dialing records to provide a probability of an outbound call placed to the dialing record resulting in a live connect. Accordingly, a call pacing hit ratio can then be calculated based on the probability for each of the dialing records and this call pacing hit ratio can be used by a predictive dialer in various embodiments to more accurately pace the placing of outbound calls then by using conventionally derived call pacing hit ratios.
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