Utilizing predictive models to improve predictive dialer pacing capabilities
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United States of America Patent
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Oct 31, 2017
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app pub date -
Jun 16, 2017
filing date -
Sep 20, 2016
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Abstract
Various embodiments of the invention provide methods, systems, and computer-program products for pacing outbound calls placed by a predictive dialer in a contact center. Specifically, an ensemble made up of a global predictive model and a local predictive model is applied to each dialing record found in a plurality of dialing records to provide a probability of an outbound call placed to the dialing record resulting in a live connect. Accordingly, a call pacing hit ratio can then be calculated based on the probability for each of the dialing records and this call pacing hit ratio can be used by a predictive dialer in various embodiments to more accurately pace the placing of outbound calls then by using conventionally derived call pacing hit ratios.
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