Granted Patent B2

US 12,278,930 · App. 17/665,978 · Granted Apr 15, 2025

Inventors: Tomas Gorny (Scottsdale, AZ); Dallas Barabasz-Lynn (Gilbert, AZ)

Assignee: Nextiva, Inc.

H04M3/5233G06Q30/016G06Q30/02H04M3/5166H04M3/5175H04M3/5191H04M3/5237

Abstract

Claims (62)

1. A system for managing service centers comprising a server communicatively coupled to a customer system and a service center over a network, the server further comprising:

a computer coupled with a database and comprising a processor and memory, the computer configured to:

monitor one or more channels of communication between one or more customers and a service center for one or more communications between at least one customer of the one or more customers and the service center, wherein the one or more communications each correspond with a customer service ticket;

track factors detailing a resolution of each customer service ticket, wherein the factors are associated with a particular customer service representative (CSR) out of a plurality of customer service representatives (CSRs);

detect, in response to the monitoring the one or more communication channels, a communication between a customer and the service center;

retrieve, in response to the detecting, a plurality of customer factors characterizing the customer;

score each customer service representative (CSR) based on a corresponding weight applied to each of the tracked factors and each of a plurality of other factors associated with each customer service representative (CSR) to generate a single customer service representative (CSR) score;

receive a manual adjustment of the single customer service representative (CSR) score;

identify a customer service representative (CSR) out of the plurality of customer service representatives (CSRs) whose score indicates a best match with the customer;

assign the customer to the customer service representative (CSR) based on the identifying;

route the communication from the customer to a communication device associated with the assigned customer service representative (CSR) at the service center;

monitor an accuracy of the matching between the customer service representative (CSR) and the customer; and

in response to the monitored accuracy not improving over time, adjust one or more of the corresponding weights applied to each of the tracked factors to improve the matching between the customer service representative (CSR) and the customer.

2. The system of claim 1 , wherein the computer is further configured to:

score the plurality of customer service representatives (CSRs) based on the plurality of other factors having a match with corresponding customer factors.

3. The system of claim 1 , wherein one or more tracked performance metrics further comprise: a customer ticket completion speed and a proportion of reopened customer tickets.

4. The system of claim 2 , wherein the plurality of other factors further comprise at least one category selected from the group consisting of:

an age group, a gender and an educational level.

5. The system of claim 1 , wherein the scoring each customer service representative (CSR) further comprises:

generate a composite score based on summing the weighted tracked factors and the weighted other factors.

6. The system of claim 1 , wherein the computer is further configured to:

update the tracked factors based on results of a survey received from the customer.

7. A computer-implemented method for managing service centers comprising:

monitoring one or more channels of communication between one or more customers and a service center for one or more communications between at least one customer of the one or more customers and the service center, wherein the one or more communications each correspond with a customer service ticket;

tracking factors detailing a resolution of each customer service ticket, wherein the factors are associated with a particular customer service representative (CSR) out of a plurality of customer service representatives (CSRs);

detecting, in response to the monitoring the one or more communication channels, a communication between a customer and the service center;

retrieving, in response to the detecting, a plurality of customer factors characterizing the customer;

scoring each customer service representative (CSR) based on a corresponding weight applied to each of the tracked factors and each of a plurality of other factors associated with each customer service representative (CSR) to generate a single customer service representative (CSR) score;

receiving a manual adjustment of the single customer service representative (CSR) score;

identifying a customer service representative (CSR) out of the plurality of customer service representatives (CSRs) whose score indicates a best match with the customer;

assigning the customer to the customer service representative (CSR) based on the identifying;

routing the communication from the customer to a communication device associated with the assigned customer service representative (CSR) at the service center;

monitoring an accuracy of the matching between the customer service representative (CSR) and the customer; and

in response to the monitored accuracy not improving over time, adjusting one or more of the corresponding weights applied to each of the tracked factors to improve the matching between the customer service representative (CSR) and the customer.

8. The method of claim 7 , wherein the method further comprises:

scoring the plurality of customer service representatives (CSRs) based on the plurality of other factors having a match with corresponding customer factors.

9. The method of claim 7 , wherein one or more tracked performance metrics further comprise: a customer ticket completion speed and a proportion of reopened customer tickets.

10. The method of claim 8 , wherein the plurality of other factors further comprise at least one category selected from the group consisting of:

an age group, a gender and an educational level.

11. The method of claim 7 , wherein the scoring each customer service representative (CSR) further comprises:

generating a composite score based on summing the weighted tracked factors and the weighted other factors.

12. The method of claim 7 , wherein the method further comprises:

update the tracked factors based on results of a survey received from the customer.

13. A non-transitory computer-readable medium embodied with software for managing service centers, the software when executed using one or more computer systems is programmed to:

monitor one or more channels of communication between one or more customers and a service center for one or more communications between at least one customer of the one or more customers and the service center, wherein the one or more communications each correspond with a customer service ticket;

track factors detailing a resolution of each customer service ticket, wherein the factors are associated with a particular customer service representative (CSR) out of a plurality of customer service representatives (CSRs);

detect, in response to the monitoring the one or more communication channels, a communication between a customer and the service center;

retrieve, in response to the detecting, a plurality of customer factors characterizing the customer;

score each customer service representative (CSR) based on a corresponding weight applied to each of the tracked factors and each of a plurality of other factors associated with each customer service representative (CSR) to generate a single customer service representative (CSR) score;

receive a manual adjustment of the single customer service representative (CSR) score;

identify a customer service representative (CSR) out of the plurality of customer service representatives (CSRs) whose score indicates a best match with the customer;

assign the customer to the customer service representative (CSR) based on the identifying;

route the communication from the customer to a communication device associated with the assigned customer service representative (CSR) at the service center;

monitor an accuracy of the matching between the customer service representative (CSR) and the customer; and

in response to the monitored accuracy not improving over time, adjust one or more of the corresponding weights applied to each of the tracked factors to improve the matching between the customer service representative (CSR) and the customer.

14. The non-transitory computer-readable medium of claim 13 , wherein the software is further programmed to:

score the plurality of customer service representatives (CSRs) based on the plurality of other factors having a match with corresponding customer factors.

15. The non-transitory computer-readable medium of claim 13 , wherein one or more tracked performance metrics further comprise: a customer ticket completion speed and a proportion of reopened customer tickets.

16. The non-transitory computer-readable medium of claim 14 , wherein the plurality of other factors further comprise at least one category selected from the group consisting of:

an age group, a gender and an educational level.

17. The non-transitory computer-readable medium of claim 14 , wherein the software is further programmed to:

update the tracked factors based on results of a survey received from the customer.

Assignments (3)

Continuity (4)

References Cited (48)