Patent Issued for Loyalty Structured Call Routing System

By a News Reporter-Staff News Editor at Journal of Engineering -- Progressive Casualty Insurance Company (Mayfield Village, OH) has been issued patent number 9025756, according to news reporting originating out of Alexandria, Virginia, by VerticalNews editors.

The patent's inventors are Graham, Melissa S. (Perry, OH); Blackburn, Bart (Chardon, OH); Centrello, William J. (Hudson, OH); Willingham, Geoffrey (Colorado Springs, CO); Coutts, Chris A. (Solon, OH); Kocher, Shawn L. (Fairview Park, OH).

This patent was filed on March 14, 2013 and was published online on May 5, 2015.

From the background information supplied by the inventors, news correspondents obtained the following quote: "This disclosure relates to an interactive routing system that prioritizes telephone calls according to a buying or service behavior.

"Call routing is a feature that enables calls to be received and directed to destinations. In some systems calls are received on a first-come first-serve basis. The systems answer the calls, and if necessary, assign them to a queue. The calls are then directed to the next available destination on a first-in-first-out basis. In some systems, the destinations are assigned based on availability. The systems simply process calls in sequence, without creating and assigning different processing paths to different users once within a queue.

"Some call routing systems route calls to available destinations based on a dialed number or information entered by the caller. Using self-help functions, such as a telephone keypad on virtual key sets, the systems route calls to the appropriate destinations based on caller supplied information. The information identifies a location or a particular destination a call is attempting to reach. Such systems do not route calls beyond the basic caller data received through the telephone lines."

Supplementing the background information on this patent, VerticalNews reporters also obtained the inventors' summary information for this patent: "A context-based call routing architecture includes an interactive voice recognition device configured to process incoming voice telephone calls through automatic voice recognition. A customer search Web service in communication with the interactive voice recognition device is configured to automatically access customer data and a priority variable stored in a relational database. An intelligent contact management system is configured to route and assign incoming voice telephone calls to a priority queue accessible to an automated exchange system. The priority variable may be based on loyalty metrics.

"Other systems, methods, features, and advantages of the inventions will be, or will become, apparent to one with skill in the art upon examination of the following figures and detailed description. It is intended that all such additional systems, methods, features and advantages be included within this description, be within the scope of the invention, and be protected by the following claims."

For the URL and additional information on this patent, see: Graham, Melissa S.; Blackburn, Bart; Centrello, William J.; Willingham, Geoffrey; Coutts, Chris A.; Kocher, Shawn L.. Loyalty Structured Call Routing System. U.S. Patent Number 9025756, filed March 14, 2013, and published online on May 5, 2015. Patent URL: http://patft.uspto.gov/netacgi/nph-Parser?Sect1=PTO1&Sect2=HITOFF&d=PALL&p=1&u=%2Fnetahtml%2FPTO%2Fsrchnum.htm&r=1&f=G&l=50&s1=9025756.PN.&OS=PN/9025756RS=PN/9025756

Keywords for this news article include: Progressive Casualty Insurance Company.

Our reports deliver fact-based news of research and discoveries from around the world. Copyright 2015, NewsRx LLC