Patent Issued for Systems And Methods For Intelligent Routing Call Center Solutions (USPTO 10,637,991)

2020 MAY 12 (NewsRx) -- By a News Reporter-Staff News Editor at Insurance Daily News -- According to news reporting originating from Alexandria, Virginia, by NewsRx journalists, a patent by the inventors Chan, Brian (Lincolnshire, IL); Brodie, Keith (Northbrook, IL); Kruse, Amanda (Northbrook, IL), filed on August 16, 2019, was published online on May 11, 2020.

The assignee for this patent, patent number 10,637,991, is Allstate Insurance Company (Northbrook, Illinois, United States).

Reporters obtained the following quote from the background information supplied by the inventors: “Call centers may receive a high volume of calls that are routed through interactive voice response (IVR) systems. Accordingly, a need exists for alternative routing solutions that utilize IVR systems to result in an expedited and streamlined routing of calls and an efficient handling of the high volume of calls.”

In addition to obtaining background information on this patent, NewsRx editors also obtained the inventors’ summary information for this patent: “According to the subject matter of the present disclosure, an intelligent routing system may include one or more processors, one or more memory components communicatively coupled to the one or more processors, and machine readable instructions stored in the one or more memory components. The machine readable instructions may cause the intelligent routing system to perform at least the following when executed by the one or more processors: match a user from a user call with a unique ID associated with the user; generate a plurality of call reason predictions for the user call with an intelligent router module of the intelligent routing system based on the unique ID; generate a confidence level and a likelihood rating with the intelligent router module for each call reason prediction of the plurality of call reason predictions; and determine a call reason prediction with a highest likelihood rating and such that the confidence level for the call reason prediction exceeds an associated confidence level threshold that is machine learned and adjustable. The machine readable instructions may further cause the intelligent routing system to perform at least the following when executed by the one or more processors: determine a call routing service mode from a plurality of service modes based on the call reason prediction; and route the user call to the call routing service mode.

“According to another embodiment of the present disclosure, a method of implementing an intelligent routing system to route a user call may include matching a user from the user call with a unique ID associated with the user, generating a plurality of call reason predictions for the user call with an intelligent router module of the intelligent routing system based on the unique ID, and generating a confidence level and a likelihood rating with the intelligent router module for each call reason prediction of the plurality of call reason predictions. The method may further include determining a call reason prediction with a highest likelihood rating and such that the confidence level for the call reason prediction exceeds an associated confidence level threshold that is machine learned and adjustable, determining a call routing service mode from a plurality of service modes based on the call reason prediction, and routing the user call to the call routing service mode.

“According to yet another embodiment of the present disclosure, a method of implementing an intelligent routing system to route a user call may include matching a user from the user call with a unique ID associated with the user, generating a plurality of call reason predictions for the user call with an intelligent router module of the intelligent routing system based on the unique ID, and generating a confidence level and a likelihood rating with the intelligent router module for each call reason prediction of the plurality of call reason predictions. The unique ID may be an insurance policy number of an insurance policy associated with the user. The method may further include determining a call reason prediction with a highest likelihood rating and such that the confidence level for the call reason prediction exceeds an associated confidence level threshold, determining a call routing service mode from a plurality of service modes based on the call reason prediction, and routing the user call to the call routing service mode.

“Although the concepts of the present disclosure are described herein with primary reference to a call center solution, it is contemplated that the concepts will enjoy applicability to any setting for purposes of intelligent routing solutions, such as a business setting or otherwise, including and not limited to a customer service request, such as through voice, digital, online, or other like transmission technologies.”

The claims supplied by the inventors are:

“What is claimed is:

“1. An intelligent routing system comprising: one or more processors; one or more memory components communicatively coupled to the one or more processors; and machine readable instructions stored in the one or more memory components that cause the intelligent routing system to perform at least the following when executed by the one or more processors: match a user from a user call with a unique ID associated with the user; generate a plurality of call reason predictions for the user call with an intelligent router module of the intelligent routing system based on the unique ID; generate a confidence level and a likelihood rating with the intelligent router module for each call reason prediction of the plurality of call reason predictions; determine a call reason prediction with a highest likelihood rating and such that the confidence level for the call reason prediction exceeds an associated confidence level threshold that is machine learned and adjustable; determine a call routing service mode from a plurality of service modes based on the call reason prediction; and route the user call to the call routing service mode.

“2. The intelligent routing system of claim 1, further comprising machine readable instructions that cause the intelligent routing system to perform at least the following when executed by the one or more processors: receive the user call from the user; and identify the user of the user call prior to matching the user from the user call with the unique ID.

“3. The intelligent routing system of claim 1, wherein the unique ID includes an associated user profile and an associated user call history.

“4. The intelligent routing system of claim 1, wherein the unique ID is an insurance policy number of an insurance policy associated with the user.

“5. The intelligent routing system of claim 1, wherein the routing logic is configured to associate each of the plurality of call reason predictions with a select service mode of the plurality of service modes.

“6. The intelligent routing system of claim 1, wherein the user call comprises an event that is one of a call or an electronic communication.

“7. The intelligent routing system of claim 6, wherein the call is from a telephone number associated with the user, and the electronic communication is at least one of an email or an electronic contact from an application tool, the application tool associated with the intelligent routing system and at least one of a mobile client device or other computing device.

“8. The intelligent routing system of claim 7, wherein the event is a clickstream event transmitted by the application tool, and the intelligent routing system is configured to count instances of each clickstream event in a set time period prior to the event to generate event count features.

“9. The intelligent routing system of claim 8, wherein the intelligent routing system is configured to combine the event count features with associated event time features to generate combined event features and online monitor the combined event features to generate one or more trends based on user activity patterns.

“10. The intelligent routing system of claim 9, wherein the plurality of call reason predictions are based on the one or more trends based on user activity patterns.

“11. A method of implementing an intelligent routing system to route a user call, the method comprising: matching a user from the user call with a unique ID associated with the user; generating a plurality of call reason predictions for the user call with an intelligent router module of the intelligent routing system based on the unique ID; generating a confidence level and a likelihood rating with the intelligent router module for each call reason prediction of the plurality of call reason predictions; determining a call reason prediction with a highest likelihood rating and such that the confidence level for the call reason prediction exceeds an associated confidence level threshold that is machine learned and adjustable; determining a call routing service mode from a plurality of service modes based on the call reason prediction; and routing the user call to the call routing service mode.

“12. The method of claim 11, further comprising: receiving by the intelligent routing system the user call from the user; and identifying the user of the user call prior to matching the user from the user call with the unique ID.

“13. The method of claim 11, wherein the unique ID includes an associated user profile and an associated user call history.

“14. The intelligent routing system of claim 11, wherein the unique ID is an insurance policy number of an insurance policy associated with the user.

“15. The intelligent routing system of claim 11, wherein the routing logic is configured to associate the plurality of call reason predictions with the plurality of service modes.

“16. A method of implementing an intelligent routing system to route a user call, the method comprising: matching a user from the user call with a unique ID associated with the user, wherein the unique ID is an insurance policy number of an insurance policy associated with the user; generating a plurality of call reason predictions for the user call with an intelligent router module of the intelligent routing system based on the unique ID; generating a confidence level and a likelihood rating with the intelligent router module for each call reason prediction of the plurality of call reason predictions; determining a call reason prediction with a highest likelihood rating and such that the confidence level for the call reason prediction exceeds an associated confidence level threshold; determining a call routing service mode from a plurality of service modes based on the call reason prediction; and routing the user call to the call routing service mode.

“17. The method of claim 16, further comprising: receiving by the intelligent routing system the user call from the user; and identifying the user of the user call prior to matching the user from the user call with the unique ID.

“18. The method of claim 16, wherein the unique ID includes an associated user profile and an associated user call history.

“19. The intelligent routing system of claim 16, wherein the associated confidence level threshold is machine learned and adjustable.

“20. The intelligent routing system of claim 16, wherein the routing logic is configured to associate the plurality of call reason predictions with the plurality of service modes.”

For more information, see this patent: Chan, Brian; Brodie, Keith; Kruse, Amanda. Systems And Methods For Intelligent Routing Call Center Solutions. U.S. Patent Number 10,637,991, filed August 16, 2019, and published online on May 11, 2020. 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=10,637,991.PN.&OS=PN/10,637,991RS=PN/10,637,991

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