Customer satisfaction-based predictive routing and methods
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United States of America Patent
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Dec 19, 2017
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N/A
app pub date -
Mar 31, 2017
filing date -
May 28, 2013
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Abstract
The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving the customer communication; retrieving or predicting a first profile of a customer associated with a customer communication, wherein the retrieved or predicted profile includes a customer satisfaction score; predicting a second profile of a future customer; providing a list of currently available and expected available agents, wherein the currently available agents are selected by including only agents that exceed a predetermined work threshold based on an average customer satisfaction score determined over a selected time period; providing a routing recommendation to a communication distributor based on the retrieved or predicted first profile, the predicted second profile, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted first and second profiles, wherein the communication distributor routes the communication to an agent based on the routing recommendation.
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