Granted Patent B1

US 10,341,489 · App. 15/605,607 · Granted Jul 2, 2019

Abstract

Claims (53)

1. A method comprising:

receiving a plurality of calls, including a plurality of messages, for customer service support from a corresponding plurality of customer devices at a call server, wherein the plurality of messages comprise customer information and customer request information;

prioritizing an order of the plurality of calls based on a parsed content from the customer request information, wherein the prioritizing of the order comprises prioritizing according to an agent preference for certain terms in the plurality of messages;

assigning the plurality of calls to a corresponding plurality of agent devices; and

modifying the order of the plurality of calls based on changes to at least one of the customer status and agent availability.

2. The method of claim 1 , wherein the at least one customer status comprises at least one of customer medical history information, customer name, customer contact information, customer chronic conditions, recently updated customer information and customer prescriptions.

3. The method of claim 1 , wherein prioritizing an order of the plurality of calls comprises placing the calls in a queue based on the parsed content from call information associated with the calls and identifying at least one term from each of the calls and prioritizing an order of the calls based on the at least one term from each of the calls.

4. The method of claim 3 , further comprising:

retrieving an agent profile comprising at least one agent preference for prioritizing the calls; and

placing at least one request message comprising at least one term matching the at least one agent preference above other calls in the queue.

5. The method of claim 4 , further comprising:

transmitting requests for additional information to the respective user devices responsive to receiving the calls;

receiving updated request information from at least one of the plurality of user devices; and

updating the queue with the updated request information.

6. The method of claim 5 , wherein the customer status comprises at least one of an urgent health condition and a non-urgent health condition.

7. The method of claim 6 , further comprising:

refreshing the queue order and queue content responsive to receiving the customer status; and

reordering the previous queue order of the calls to elevate the call in the queue comprising the updated customer status to a higher queue position.

8. An apparatus, comprising:

receiving a plurality of calls, including a plurality of messages, for customer service support from a corresponding plurality of customer devices at a call server, wherein the plurality of messages comprise customer information and customer request information;

prioritizing an order of the plurality of calls based on a parsed content from the customer request information, wherein the prioritizing of the order comprises prioritizing according to an agent preference for certain terms in the plurality of messages;

assigning the plurality of calls to a corresponding plurality of agent devices; and

modifying the order of the plurality of calls based on changes to at least one of the customer status and agent availability.

9. The apparatus of claim 8 , wherein the at least one customer status comprises at least one of customer medical history information, customer name, customer contact information, customer chronic conditions, recently updated customer information and customer prescriptions.

10. The apparatus of claim 8 , wherein prioritizing an order of the plurality of calls comprises placing the calls in a queue based on the parsed content from call information associated with the calls and identifying at least one term from each of the calls and prioritizing an order of the calls based on the at least one term from each of the calls.

11. The apparatus of claim 10 , wherein the processor is further configured to

retrieve an agent profile comprising at least one agent preference for prioritizing the calls, and

place at least one request message comprising at least one term matching the at least one agent preference above other calls in the queue.

12. The apparatus of claim 11 , wherein the processor is further configured to

transmit requests for additional information to the respective user devices responsive to receiving the calls,

receive updated request information from at least one of the plurality of user devices, and

update the queue with the updated request information.

13. The apparatus of claim 12 , wherein the customer status comprises at least one of an urgent health condition and a non-urgent health condition.

14. The apparatus of claim 13 , further comprising:

refreshing the queue order and queue content responsive to receiving the customer status; and

reordering the previous queue order of the calls to elevate the call in the queue comprising the updated customer status to a higher queue position.

15. A non-transitory computer readable storage medium configured to store instructions that when executed causes a processor to perform:

receiving a plurality of calls, including a plurality of messages, for customer service support from a corresponding plurality of customer devices at a call server, wherein the plurality of messages comprise customer information and customer request information;

prioritizing an order of the plurality of calls based on a parsed content from the customer request information, wherein the prioritizing of the order comprises prioritizing according to an agent preference for certain terms in the plurality of messages;

assigning the plurality of calls to a corresponding plurality of agent devices; and

modifying the order of the plurality of calls based on changes to at least one of the customer status and agent availability.

16. The non-transitory computer readable storage medium of claim 15 , wherein the at least one customer status comprises at least one of customer medical history information, customer name, customer contact information, customer chronic conditions, recently updated customer information and customer prescriptions.

17. The non-transitory computer readable storage medium of claim 15 , wherein prioritizing an order of the plurality of calls comprises placing the calls in a queue based on the parsed content from call information associated with the calls and identifying at least one term from each of the calls and prioritizing an order of the calls based on the at least one term from each of the calls.

18. The non-transitory computer readable storage medium of claim 17 , wherein the processor is further configured to perform:

retrieving an agent profile comprising at least one agent preference for prioritizing the calls; and

placing at least one request message comprising at least one term matching the at least one agent preference above other calls in the queue.

19. The non-transitory computer readable storage medium of claim 18 , wherein the processor is further configured to perform:

transmitting requests for additional information to the respective user devices responsive to receiving the calls;

receiving updated request information from at least one of the plurality of user devices; and

updating the queue with the updated request information.

20. The non-transitory computer readable storage medium of claim 19 , wherein the processor is further configured to perform:

refreshing the queue order and queue content responsive to receiving the customer status; and

reordering the previous queue order of the calls to elevate the call in the queue comprising the updated customer status to a higher queue position, and wherein the customer status comprises at least one of an urgent health condition and a non-urgent health condition.

Assignments (6)