US 12,113,936 B1
System and method for managing routing of customer calls
Gareth Ross, Amherst, MA (US); Andrew Reagan, Springfield, MA (US); and Randall Schwager, Englewood, CO (US)
Assigned to Massachusetts Mutual Life Insurance Company, Springfield, MA (US)
Filed by Massachusetts Mutual Life Insurance Company, Springfield, MA (US)
Filed on Aug. 23, 2023, as Appl. No. 18/454,450.
Application 18/454,450 is a continuation of application No. 17/986,687, filed on Nov. 14, 2022, granted, now 11,743,389.
Application 17/986,687 is a continuation of application No. 16/228,305, filed on Dec. 20, 2018, granted, now 11,509,771.
Application 16/228,305 is a continuation in part of application No. 14/576,993, filed on Dec. 19, 2014, abandoned.
Claims priority of provisional application 61/922,139, filed on Dec. 31, 2013.
Claims priority of provisional application 61/921,760, filed on Dec. 30, 2013.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/51 (2006.01); G06N 5/04 (2023.01); G06N 20/00 (2019.01); G06Q 30/0202 (2023.01); H04M 3/523 (2006.01)
CPC H04M 3/5235 (2013.01) [G06N 5/04 (2013.01); G06N 20/00 (2019.01); G06Q 30/0202 (2013.01); H04M 3/5191 (2013.01); H04M 3/5238 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for managing customer calls within a call center, comprising:
upon receiving a customer call within the call center from an inbound caller, retrieving, by a processor, a customer identifier associated with the inbound caller;
querying, by the processor, records in a customer demographic database to determine which of the records in the customer demographic database correspond to the customer identifier;
executing, by the processor, a predictive machine-learning model configured to determine a value prediction signal representative of value of the inbound caller by applying the predictive machine-learning model to the records retrieved from the customer demographic database;
routing, by the processor, the customer call to a call queue in accordance with the value prediction signal.