US 11,756,046 B2
Computerized optimization of customer service queue based on customer device detection
Sharad Ballepu, Schaumburg, IL (US); Jagmeet Singh, Burr Ridge, IL (US); Gerald Serviss, Palatine, IL (US); Polerio Babao, Deerfield, IL (US); Keerthana Aravamudhan, Des Plaines, IL (US); Durga Mohan, Buffalo Grove, IL (US); Sunilkumar Kothi Reddy, Little Elm, TX (US); and Steve Schroeder, Aurora, IL (US)
Assigned to CAPITAL ONE SERVICES, LLC, McLean, VA (US)
Filed by Capital One Services, LLC, McLean, VA (US)
Filed on Aug. 31, 2021, as Appl. No. 17/462,958.
Application 17/462,958 is a continuation of application No. 16/845,476, filed on Apr. 10, 2020, granted, now 11,132,696.
Application 16/845,476 is a continuation of application No. 15/366,093, filed on Dec. 1, 2016, granted, now 10,621,591, issued on Apr. 14, 2020.
Claims priority of provisional application 62/261,401, filed on Dec. 1, 2015.
Prior Publication US 2021/0398138 A1, Dec. 23, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. G06Q 30/016 (2023.01); G06Q 10/0631 (2023.01); G06Q 30/0203 (2023.01)
CPC G06Q 30/016 (2013.01) [G06Q 10/063112 (2013.01); G06Q 30/0203 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A customer assistance system comprising:
one or more processors; and
a memory storing instructions, that when executed by the one or more processors are configured to causes the system to:
determine a current location of a customer, based on a location of a device being used by the customer, using proximity data from at least one device detection unit;
determine questions to be included in a questionnaire for the customer based on customer data;
transmit the questionnaire to the device based on the current location of the device, the questionnaire comprising the determined questions;
receive, from the device, responses to the questionnaire;
generate optimal match data associated with an optimal match between one of a plurality of customer representatives and the customer, wherein the optimal match is determined based on at least the customer data and the responses to the questionnaire; and
transmit the generated optimal match data to one of a plurality of customer representative devices associated with the respective customer representative identified in the optimal match, wherein the generated optimal match data comprises customer identification data.