US 11,856,140 B2
Predictive communications system
Nuno Oliveira, Lobao (PT); Carolina Bellani, Lisbon (PT); Gabriela Soares, Almada (PT); Mafalda Sá Velho, Odivelas (PT); and Ricardo Sousa, Amadora (PT)
Assigned to Talkdesk, Inc., San Francisco, CA (US)
Filed by TalkDesk Inc, San Francisco, CA (US)
Filed on Mar. 7, 2022, as Appl. No. 17/687,744.
Prior Publication US 2023/0283716 A1, Sep. 7, 2023
Int. Cl. H04M 3/00 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5158 (2013.01) 22 Claims
OG exemplary drawing
 
1. A computer implemented method for generating outbound calls in a call center in which a plurality of agents are to communicate respectively with outside parties through the outbound calls, the method comprising:
determining a number of agents available for outbound calls;
determining phone numbers respectively corresponding to the outside parties;
creating an ordered list of calls corresponding to the phone numbers;
periodically generating new call attempts by automatically dialing the phone numbers at a dynamic rate, wherein a number of new call attempts is based on a predictive algorithm, wherein the predictive algorithm includes:
(a) selecting a set of N number of calls that are next on the ordered list
(b) determinizing corresponding probabilities of pick up for each call in the set of calls;
(c) summing the corresponding probabilities of pick up to determine a pick up rate for the set of calls; and
(d) launching a number of calls in the set of calls that correspond to the number of available agents; and
repeating (a), (b), (c) and (d) until a desired number of calls have been launched.