Granted Patent B1

US 10,298,758 · App. 15/982,171 · Granted May 21, 2019

Inventors: Jonathan R. Dirienzi (Eagleville, PA); Jonathan Levine (Chesterbrook, PA); Eric Weaver (West Chester, PA)

Assignee: West Corporation

H04M3/5183H04M3/42068H04M3/5232G06Q30/016G16H10/60G16H40/67G16H80/00

Abstract

Claims (86)

1. A method, comprising:

identifying a first agent device assigned a first customer call with first customer call information;

identifying a second agent device assigned a second customer call with second customer call information, wherein the first customer call information and the second customer call information are related;

identifying a first relevancy threshold of the first customer call based on a condition identified in the first customer call information;

identifying a second relevancy threshold of the second customer call based on a condition identified in the second customer call information;

comparing the first relevancy threshold and the second relevancy threshold;

determining that the second relevancy threshold is greater than the first relevancy threshold;

populating the second agent device with the first customer call information based on the determining;

removing the first customer call information from the first agent device; and

providing another customer call to the first agent device.

2. The method of claim 1 , further comprising:

retrieving other customer information from the other customer call;

comparing the other customer information to available customer care information currently being processed by all available agents;

identifying the other customer information as being unrelated to the available customer care information; and

populating the portion of the first agent device with the other customer information and at least one of solutions to customer issues or treatment options.

3. The method of claim 2 , wherein the other customer information comprises at least one of a solution to a customer issue or a treatment option.

4. The method of claim 1 , wherein the customer call comprises at least one of a chat session message, a data file message, short message service message, a video conference session, a phone call, and an email message.

5. The method of claim 1 , further comprising:

receiving a first customer call from a first customer device at a first agent device;

processing first customer call information from the first customer call;

retrieving a first customer profile from a customer profile database;

retrieving treatment options based on the customer call information from a health care database;

parsing the first customer call information;

retrieving the first customer profile;

identifying at least one of a customer issue or a health condition; and

assigning a priority to the at least one customer issue or health condition.

6. The method of claim 5 , further comprising:

determining a likelihood function of providing a faster result to the first customer by permitting the first user agent to handle the first customer call or permitting the second user agent to handle the first customer call.

7. The method of claim 5 , wherein the priority is assigned based on at least one of an issue or a condition severity ranking identified in the parsed request information.

8. An apparatus, comprising:

a processor configured to:

identify a first agent device assigned a first customer call with first customer call information;

identify a second agent device assigned a second customer call with second customer call information, wherein the first customer call information and the second customer call information are related;

identify a first relevancy threshold of the first customer call based on a condition identified in the first customer call information;

identify a second relevancy threshold of the second customer call based on a condition identified in the second customer call information;

compare the first relevancy threshold and the second relevancy threshold;

determine that the second relevancy threshold is greater than the first relevancy threshold;

populate the second agent device with the first customer call information based on the determination;

remove the first customer call information from the first agent device; and

provide another customer call to the first agent device.

9. The apparatus of claim 8 , wherein the processor is further configured to:

retrieve other customer information from the other customer call,

compare the other customer information to available customer care information currently being processed by all available agents,

identify the other customer information as being unrelated to the available customer care information, and

populate the portion of the first agent device with the other customer information and at least one of solutions to customer issues or treatment options.

10. The apparatus of claim 9 , wherein the other customer information comprises at least one of a solution to a customer issue or a treatment option.

11. The apparatus of claim 8 , wherein the customer call comprises at least one of a chat session message, a data file message, short message service message, a video conference session, a phone call, and an email message.

12. The apparatus of claim 8 , further comprising:

a receiver configured to receive a first customer call from a first customer device at a first agent device, and wherein the processor is further configured to:

process first customer call information from the first customer call,

retrieve a first customer profile from a customer profile database,

retrieve treatment options based on the customer call information from a health care database,

parse the first customer call information,

retrieve the first customer profile,

identify at least one of a customer issue or a health condition, and

assign a priority to the at least one customer issue or health condition.

13. The apparatus of claim 12 , wherein the processor is further configured to determine a likelihood function of a faster result being provided to the first customer by the first user agent being permitted to handle the first customer call or the second user agent being permitted to handle the first customer call.

14. The apparatus of claim 12 , wherein the priority is assigned based on at least one of an issue or a condition severity rank identified in the parsed request information.

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

identifying a first agent device assigned a first customer call with first customer call information;

identifying a second agent device assigned a second customer call with second customer call information, wherein the first customer call information and the second customer call information are related;

identifying a first relevancy threshold of the first customer call based on a condition identified in the first customer call information;

identifying a second relevancy threshold of the second customer call based on a condition identified in the second customer call information;

comparing the first relevancy threshold and the second relevancy threshold;

determining that the second relevancy threshold is greater than the first relevancy threshold;

populating the second agent device with the first customer call information based on the determining;

removing the first customer call information from the first agent device; and

providing another customer call to the first agent device.

16. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform:

retrieving other customer information from the other customer call;

comparing the other customer information to available customer care information currently being processed by all available agents;

identifying the other customer information as being unrelated to the available customer care information; and

populating the portion of the first agent device with the other customer information and at least one of solutions to customer issues or treatment options.

17. The non-transitory computer readable storage medium of claim 16 , wherein the other customer information comprises at least one of a solution to a customer issue or a treatment option.

18. The non-transitory computer readable storage medium of claim 15 , wherein the customer call comprises at least one of a chat session message, a data file message, short message service message, a video conference session, a phone call, and an email message.

19. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform:

receiving a first customer call from a first customer device at a first agent device;

processing first customer call information from the first customer call;

retrieving a first customer profile from a customer profile database;

retrieving treatment options based on the customer call information from a health care database;

parsing the first customer call information;

retrieving the first customer profile;

identifying at least one of a customer issue or a health condition; and

assigning a priority to the at least one customer issue or health condition.

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

determining a likelihood function of providing a faster result to the first customer by permitting the first user agent to handle the first customer call or permitting the second user agent to handle the first customer call, wherein the priority is assigned based on at least one of an issue or a condition severity ranking identified in the parsed request information.

Assignments (9)

Continuity (1)