US 12,192,410 B1
System and method for managing routing of customer calls to agents
Sears Merritt, Groton, MA (US)
Assigned to Massachusetts Mutual Life Insurance Company, Springfield, MA (US)
Filed by MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY, Springfield, MA (US)
Filed on Aug. 21, 2023, as Appl. No. 18/452,991.
Application 18/452,991 is a continuation of application No. 17/991,800, filed on Nov. 21, 2022, granted, now 11,736,617.
Application 17/991,800 is a continuation of application No. 17/521,752, filed on Nov. 8, 2021, granted, now 11,551,108.
Application 17/521,752 is a continuation of application No. 17/107,571, filed on Nov. 30, 2020, granted, now 11,176,461.
Application 17/107,571 is a continuation in part of application No. 17/013,312, filed on Sep. 4, 2020, granted, now 10,997,506.
Application 17/107,571 is a continuation in part of application No. 16/791,750, filed on Feb. 14, 2020, granted, now 10,860,937.
Application 17/107,571 is a continuation in part of application No. 16/773,805, filed on Jan. 27, 2020, granted, now 10,909,463.
Application 17/013,312 is a continuation of application No. 16/739,967, filed on Jan. 10, 2020, granted, now 10,769,538.
Application 16/791,750 is a continuation of application No. 16/546,052, filed on Aug. 20, 2019, granted, now 10,565,529.
Application 16/773,805 is a continuation of application No. 16/541,046, filed on Aug. 14, 2019, granted, now 10,547,748.
Application 16/739,967 is a continuation of application No. 16/455,983, filed on Jun. 28, 2019, granted, now 10,540,593.
Application 16/546,052 is a continuation of application No. 16/283,378, filed on Feb. 22, 2019, granted, now 10,395,184.
Application 16/541,046 is a continuation of application No. 16/276,165, filed on Feb. 14, 2019, granted, now 10,412,224.
Application 16/455,983 is a continuation of application No. 16/267,331, filed on Feb. 4, 2019, granted, now 10,346,750.
Application 16/276,165 is a continuation of application No. 16/110,940, filed on Aug. 23, 2018, granted, now 10,257,357.
Application 16/283,378 is a continuation of application No. 16/110,872, filed on Aug. 23, 2018, granted, now 10,229,370.
Application 16/267,331 is a continuation of application No. 16/111,011, filed on Aug. 23, 2018, granted, now 10,235,628.
Claims priority of provisional application 62/687,130, filed on Jun. 19, 2018.
Claims priority of provisional application 62/648,330, filed on Mar. 26, 2018.
Claims priority of provisional application 62/648,325, filed on Mar. 26, 2018.
Claims priority of provisional application 62/551,690, filed on Aug. 29, 2017.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G06N 5/022 (2023.01); G06N 20/00 (2019.01); G06Q 30/0201 (2023.01); G06Q 30/0282 (2023.01); G06Q 30/0601 (2023.01); H04M 3/436 (2006.01); H04M 3/523 (2006.01); H04M 3/42 (2006.01)
CPC H04M 3/5235 (2013.01) [G06N 5/022 (2013.01); G06N 20/00 (2019.01); G06Q 30/0201 (2013.01); G06Q 30/0282 (2013.01); G06Q 30/0601 (2013.01); H04M 3/4365 (2013.01); H04M 3/5232 (2013.01); H04M 3/5233 (2013.01); H04M 3/42059 (2013.01); H04M 3/42195 (2013.01); H04M 3/5183 (2013.01); H04M 3/5231 (2013.01); H04M 2203/556 (2013.01); H04M 2203/558 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for managing customer calls within a call center, comprising:
receiving, by a processor, a customer call at a call center from a customer;
executing, by the processor, a predictive machine learning model configured to output a signal representative of likelihood of purchase of a product by inputting customer data retrieved using an identification of the customer; and
routing, by the processor in accordance with the output signal, the customer call to an agent.