US 11,941,640 B2
Adaptive response timer system and method
Michael A. Myer, Bozeman, MT (US); and Andrew Jenkins, Bozeman, MT (US)
Assigned to Quiq, Inc., Bozeman, MT (US)
Filed by Quiq, Inc., Bozeman, MT (US)
Filed on Sep. 27, 2018, as Appl. No. 16/144,354.
Claims priority of provisional application 62/565,959, filed on Sep. 29, 2017.
Prior Publication US 2019/0102781 A1, Apr. 4, 2019
Int. Cl. G06Q 30/016 (2023.01); G06Q 10/109 (2023.01)
CPC G06Q 30/016 (2013.01) [G06Q 10/109 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A computer-implemented method for prioritizing a customer service agent's responses to customer messages in an adaptive response timer system, said method comprising:
receiving, by a processor of a messaging system, a customer message from a customer computing device;
sending, by the processor, the customer message to an agent computing device, the customer message comprising a current customer service conversation;
receiving, by the processor, an agent message from the agent computing device;
sending, by the processor, the agent message to the customer computing device, the agent message further comprising the current customer service conversation;
receiving, by the processor from the customer computing device, a subsequent customer message, the subsequent customer message responding to the agent message, and the subsequent customer message further comprising the current customer service conversation;
sending, by the processor, the subsequent customer message to the agent computing device;
tracking, by the processor, a duration of time between the sending the agent message to the customer and the receiving the subsequent customer message from the customer;
determining, by the processor, a level of engagement of the customer based on the duration of time by the messaging system;
calculating, by the processor, an expected response time target for responding to the subsequent customer message based on the level of engagement, wherein the greater the level of engagement the shorter expected response time target;
adding, by the processor, the subsequent customer message to an agent conversations schedule, wherein the agent conversations schedule includes ongoing customer service conversations assigned to the agent, and wherein the ongoing customer conversations include expected response time targets calculated for each of the ongoing customer conversations;
determining, by the processor, that the customer has disengaged with the current customer service conversations;
removing, by the processor, the current customer service conversation from the agent conversations schedule;
creating, by the processor, a prioritized listing of the ongoing customer service conversations based on expected response time targets of the ongoing customer conversations;
presenting, by the processor, the prioritized listing to the agent computing device;
identifying, by the processor, a next conversation in the agent conversations schedule selected from a top of the prioritized listing;
calculating, by the processor, a new expected response time target for the next conversation; and
updating, by the processor, the agent conversations schedule with the new expected response time target for the next conversation.