US 11,716,421 B2
System and methods for dynamically routing and rating customer service communications
Cruz Vargas, Denver, CO (US); Phoebe Atkins, Rockville, VA (US); Rajko Ilincic, Annandale, VA (US); Matthew Peroni, Bedford, MA (US); Lin Ni Lisa Cheng, New York, NY (US); and Deny Daniel, Medford, MA (US)
Assigned to CAPITAL ONE SERVICES, LLC, McLean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Jun. 3, 2022, as Appl. No. 17/831,475.
Application 17/831,475 is a continuation of application No. 17/403,094, filed on Aug. 16, 2021, granted, now 11,394,831.
Prior Publication US 2023/0050482 A1, Feb. 16, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/523 (2006.01); G06N 20/00 (2019.01); G10L 25/63 (2013.01); H04M 3/51 (2006.01); H04M 3/42 (2006.01)
CPC H04M 3/5233 (2013.01) [G06N 20/00 (2019.01); G10L 25/63 (2013.01); H04M 3/42348 (2013.01); H04M 3/42382 (2013.01); H04M 3/5175 (2013.01); H04M 3/5237 (2013.01); H04M 2203/408 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system comprising:
one or more processors; and
memory in communication with the one or more processors and storing instructions that are configured to cause the system to:
receive a phone call from the first user using a first phone number;
identify the first user via the first phone number;
receive one or more utterances via the phone call;
identify one or more issues from the one or more utterances;
determine, using a first machine learning model, whether the first user has a first emotion type based on one or more emotion metrics;
when the first user does not have the first emotion type, route the phone call to any call center representative;
when the first user has the first emotion type, route the phone call to a call center representative associated with an average call score that is above a predetermined threshold;
generate a call score for an assigned call center representative based the one or more issues and the determination of whether the first user had the first emotion type;
update the average call score associated with the assigned call center representative based on the call score.