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)
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.