US 12,143,536 B2
Intelligent matching of a user to an agent for a communication session
Stuart Rolinson, Cave Creek, AZ (US); Sibish Basheer, Phoenix, AZ (US); and Mariswaran Balasubramanian, Phoenix, AZ (US)
Assigned to AMERICAN EXPRESS TRAVEL RELATED SERVICE COMPANY, INC., New York, NY (US)
Filed by American Express Travel Related Services Company, Inc., New York, NY (US)
Filed on Dec. 20, 2023, as Appl. No. 18/391,464.
Application 18/391,464 is a continuation of application No. 17/455,987, filed on Nov. 22, 2021, granted, now 11,902,468.
Prior Publication US 2024/0129408 A1, Apr. 18, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/523 (2006.01); G06N 20/00 (2019.01); G06Q 10/0631 (2023.01); H04M 3/51 (2006.01)
CPC H04M 3/5233 (2013.01) [G06N 20/00 (2019.01); G06Q 10/063112 (2013.01); H04M 3/5175 (2013.01); H04M 2203/408 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system, comprising:
a computing device comprising a processor and a memory; and
machine-readable instructions stored in the memory that, when executed by the processor, cause the computing device to at least:
initiate a first communication session between a client device of a user and a first agent client device, the first communication session occurring by a voice or message application;
generate interaction data for a user account associated with the user from the first communication session;
receive a user request to initiate a second communication session for the user, the user request being associated with the user account;
identify an agent account of a second agent for the second communication session based at least in part on the interaction data for the user account; and
initiate a second communication session, via the voice or message application, for the user between the client device and a second agent client device associated with the agent account.