US 12,271,848 B2
Systems and methods for recommending rules for routing calls
António Veloso, Lisbon (PT); and Alexandre Pinheiro, Lisbon (PT)
Assigned to Talkdesk, Inc., San Francisco, CA (US)
Filed by Talkdesk, Inc., San Francisco, CA (US)
Filed on Oct. 29, 2019, as Appl. No. 16/666,496.
Prior Publication US 2021/0125116 A1, Apr. 29, 2021
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2024.01); G06F 16/909 (2019.01); G06Q 10/0631 (2023.01); G06Q 10/0633 (2023.01); G06Q 10/0639 (2023.01); G06Q 10/1093 (2023.01); G06Q 30/016 (2023.01); H04L 12/66 (2006.01); H04M 3/436 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); H04M 5/00 (2006.01)
CPC G06Q 10/0633 (2013.01) [G06F 16/909 (2019.01); G06Q 10/06312 (2013.01); G06Q 10/06393 (2013.01); G06Q 10/1097 (2013.01); G06Q 30/016 (2013.01); H04M 3/4365 (2013.01); H04M 3/5183 (2013.01); H04M 3/5232 (2013.01); H04M 3/5233 (2013.01)] 17 Claims
OG exemplary drawing
 
1. A method for associating communication routing rules with customer categories, the communication routing rules being used in a contact center to handle communications for an entity that is using the contact center to manage communications, the method comprising:
receiving a plurality of customer categories for a contact center by a computing device;
determining, by a computing device, a business sector associated with the entity that is using the contact center to manage communications;
for each customer category of the plurality of customer categories, a computing device determining a specific communication routing rule for selecting agents of a plurality of agents to handle communications associated with the customer category based on historical performance data associated with other entities in the same business sector;
for each customer category, a computing device recommending the specific communication routing rule for the customer category;
for each customer category receiving an instruction to use the specific communication routing rule for the customer category in response to the recommending the specific communication routing rule; and
for each customer category, associating the specific communication routing rule with the customer category in a memory device of an agent routing platform to thereby apply the specific communication routing rule for routing communications in the customer category.