Granted Patent B1

US 10,630,841 · App. 16/417,777 · Granted Apr 21, 2020

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

Assignee: West Corporation

H04M3/5183G16H10/20G16H40/20H04M3/42068H04M3/5232H04M3/5233G06Q30/016G16H10/60G16H40/67G16H80/00H04M2201/18H04M2203/404

Abstract

Claims (62)

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; and

populating the second agent device with the first customer call information based on determining that the second relevancy threshold is greater than the first relevancy threshold.

2. The method of claim 1 , further comprising:

retrieving other customer information from another 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 first agent device with the other customer information.

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 first customer call and the second 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:

retrieving a customer profile from a customer profile database; and

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

6. The method of claim 5 , further comprising:

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

7. The method of claim 5 , further comprising:

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;

wherein the priority is assigned based on at least one of an issue or a condition severity ranking.

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; and

populate the second agent device with the first customer call information based on a determination that the second relevancy threshold is greater than the first relevancy threshold.

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

retrieve other customer information from another 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 first agent device with the other customer information.

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 first customer call and the second customer call comprise 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 , wherein the processor is further configured to:

retrieve a customer profile from a customer profile database; and

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

13. The apparatus of claim 12 , wherein the processor is further configured to determine a likelihood function to provide a faster result via the first agent device to handle the first customer call or via the second agent device to handle the first customer call.

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

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;

wherein the priority is assigned based on at least one of an issue or a condition severity ranking.

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; and

populating the second agent device with the first customer call information based on determining that the second relevancy threshold is greater than the first relevancy threshold.

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

retrieving other customer information from another 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 first agent device with the other customer information.

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 first customer call and the second 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:

retrieving a customer profile from a customer profile database; and

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

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 by permitting the first agent device to handle the first customer call or permitting the second agent device to handle the first customer call.

Assignments (9)

Continuity (2)