CPC H04M 3/5235 (2013.01) [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 |
1. A processor based method for managing customer calls within a call center, comprising:
upon receiving a customer call at a call center from an identified customer,
retrieving, by a processor, customer data associating the identified customer with a previously purchased product;
executing, by the processor, a predictive machine learning model configured to output a signal representative of likelihood of purchase of an additional product by inputting the retrieved customer data, wherein the predictive machine learning model is configured to determine, for each of a plurality of customer records, the signal representative of the likelihood of purchase of an additional product,
classifying, by the processor, the identified customer into a first value group or into a second value group based on the output signal representative of the likelihood of likelihood of purchase of the additional product; and
transmitting, by the processor, to a device in operative communication with the processor, information representative of the retrieved customer data and information representative of the classification of the identified customer into the first value group or into the second value group.
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