US 11,943,388 B2
System and method for developing and utilizing a contactability profile
Anthony Paul Reynolds, Richmond, VA (US); and Daniel J. Welker, Meridian, ID (US)
Assigned to CAPITAL ONE SERVICES, LLC, Mclean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Apr. 15, 2021, as Appl. No. 17/232,006.
Application 17/232,006 is a continuation of application No. 16/366,018, filed on Mar. 27, 2019, granted, now 11,010,698.
Application 16/366,018 is a continuation of application No. 11/251,331, filed on Oct. 14, 2005, granted, now 10,248,917, issued on Apr. 2, 2019.
Claims priority of provisional application 60/618,704, filed on Oct. 14, 2004.
Prior Publication US 2021/0232997 A1, Jul. 29, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/42 (2006.01); G06Q 10/0631 (2023.01)
CPC H04M 3/42374 (2013.01) [G06Q 10/06311 (2013.01); H04M 2201/14 (2013.01); H04M 2201/22 (2013.01); H04M 2203/2072 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system for improving call center efficiency, comprising:
a non-transitory computer readable medium storing data and instructions;
at least one processor configured to access at least one memory and generate a first contactability profile of a first entity, the first contactability profile including a block of time indicating a calculated probability that the first entity will be available at a specified time and via a specified channel, wherein the processor generates the first contactability profile of the first entity by:
receiving, from a plurality of data sources, activity data associated with the first entity;
extrapolating, based on the activity data, contactability data including both contactable times and channels and non-contactable times and channels;
filtering the contactability data to remove conflicting contactability data indicating that the first entity is both contactable and noncontactable at a same period of time; and
calculating, based on the filtered contactability data, a plurality of probabilities that the first entity will be available for contact at a respective specified time and via one or more communication channels; and
a call generator system configured to:
receive the first contactability profile of the first entity;
schedule a telephone call during a block of time provided by the first contactability profile;
dial a telephone number provided in the first contactability profile during the block of time;
detect that the telephone call is answered by the first entity; and
connect a user to the answered telephone call.