US 11,736,617 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 Nov. 21, 2022, as Appl. No. 17/991,800.
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. 16/773,805, filed on Jan. 27, 2020, granted, now 10,909,463.
Application 16/773,805 is a continuation of application No. 16/541,046, filed on Aug. 14, 2019, granted, now 10,547,748.
Application 16/541,046 is a continuation of application No. 16/276,165, filed on Feb. 14, 2019, granted, now 10,412,224.
Application 16/276,165 is a continuation of application No. 16/110,940, filed on Aug. 23, 2018, granted, now 10,257,357.
Application 16/276,165 is a continuation of application No. 17/991,800.
Application 17/991,800 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. 16/791,750, filed on Feb. 14, 2020, granted, now 10,860,937.
Application 16/791,750 is a continuation of application No. 16/546,052, filed on Aug. 20, 2019, granted, now 10,565,529.
Application 16/546,052 is a continuation of application No. 16/283,378, filed on Feb. 22, 2019, granted, now 10,395,184.
Application 16/283,378 is a continuation of application No. 16/110,872, filed on Aug. 23, 2018, granted, now 10,229,370.
Application 16/283,378 is a continuation of application No. 17/991,800.
Application 17/991,800 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 17/013,312 is a continuation of application No. 16/739,967, filed on Jan. 10, 2020, granted, now 10,769,538.
Application 16/739,967 is a continuation of application No. 16/455,983, filed on Jun. 28, 2019, granted, now 10,540,593.
Application 16/455,983 is a continuation of application No. 16/267,331, filed on Feb. 4, 2019, granted, now 10,346,750.
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 62/551,690, filed on Aug. 29, 2017.
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 62/687,130, filed on Jun. 19, 2018.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); H04M 3/523 (2006.01); G06Q 30/0201 (2023.01); H04M 3/436 (2006.01); G06Q 30/0282 (2023.01); G06Q 30/0601 (2023.01); H04M 3/42 (2006.01)
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
OG exemplary drawing
 
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.