Automated routing of voice calls using time-based predictive clickstream data
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United States of America Patent
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Oct 24, 2017
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app pub date -
Oct 14, 2016
filing date -
Oct 14, 2016
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Abstract
Methods and apparatuses are described for automated routing of voice calls using time-based predictive clickstream data. A server captures clickstream data comprising uniform resource locators (URLs) and one or more timestamps of a web session. The server converts the clickstream data into tokens and generates a frequency matrix based upon the tokens. The server generates a feature vector based upon the frequency matrix. The server receives an incoming voice call from a remote device and identifies that the remote device is associated with a user of the client computing device. The server determines intent for the incoming voice call based upon the feature vector, and routes the incoming voice call to a destination device based upon the determined intent.
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