Intelligent call queue prioritization based on vehicular data retrieval
A system and method for determining a priority of a call in an on-hold queue is presented. Determining a priority of a call is based on information received by an enterprise from a call from a vehicle with an integrated communication device where the call is placed into an on-hold queue to be answered based on its priority. Data from the vehicle with the integrated communication device includes at least a type of call, an account information associated with the vehicle, a vehicle data, and a location of the vehicle. The enterprise determines the priority of the call in the on-hold queue based on the data received from the vehicle with the integrated communication device.
1. A system for determining a priority of a call in an on-hold queue comprising:
a vehicle comprising an integrated communication device configured to initiate the call;
a server, communicatively coupled to the integrated communication device, configured to exchange data between the server and the integrated communication device; and
the server, further comprising a call manager configured to determine the priority of the call;
wherein the priority of the call in the on-hold queue is determined based on the data received from the integrated communication device;
wherein the data received from the integrated communication device comprises at least a type of call, an account information associated with the vehicle, a vehicle data, and a location of the vehicle; and
wherein the vehicle data comprises at least a model, an occupancy data, and a motion status of the vehicle.
2. The system of claim 1 , wherein the type of call comprises an automatic call triggered by a condition of the vehicle.
3. The system of claim 1 , wherein the account information comprises at least customer data, customer history, and waiting time in the on-hold queue of the call manager.
4. The system of claim 1 , wherein the location of the vehicle comprises at least a global positioning system (GPS) coordinate.
5. The system of claim 4 , wherein the GPS coordinate is associated with a crisis area or a flood zone.
6. The system of claim 1 , where the data received from the integrated communication device further comprises a diagnostic trouble code that is retrieved from a control module of the vehicle.
7. The system of claim 1 , wherein the vehicle is a Battery Electric Vehicle (BEV), and wherein the data received from the integrated communication device further comprises a battery status of the BEV.
8. The system of claim 1 , wherein the vehicle is configured to initiate a data exchange with the server based on: an updated data of the type of call, the account information associated with the vehicle, the vehicle data, the location of the vehicle, or a diagnostic trouble code.
9. A method for determining a priority of a call in an on-hold queue comprising:
receiving, at an enterprise, the call from a vehicle with an integrated communication device;
placing the call into the on-hold queue;
receiving, at the enterprise, data from the vehicle with the integrated communication device, wherein the data comprises at least a type of call, an account information associated with the vehicle, a vehicle data, and a location of the vehicle, and wherein the vehicle data comprises at least a model, an occupancy data, and a motion status of the vehicle; and
determining, at the enterprise, the priority of the call in the on-hold queue based on the data received from the vehicle with the integrated communication device.
10. The method of claim 9 , wherein the type of call comprises an automatic call triggered by a condition of the vehicle.
11. The method of claim 9 , wherein the account information comprises at least customer data, customer history, and waiting time in the on-hold queue.
12. The method of claim 9 , wherein the location of the vehicle comprises at least a global positioning system (GPS) coordinate.
13. The method of claim 12 , further comprising determining if the GPS coordinate is associated with a crisis area or a flood zone.
14. The method of claim 9 , further comprising retrieving a diagnostic trouble code from a control module of the vehicle.
15. The method of claim 9 , wherein the vehicle is a Battery Electric Vehicle (BEV), and wherein the data received from the integrated communication device further comprises a battery status of the BEV.
16. The method of claim 9 , further comprising receiving, at the enterprise, an updated data of the type of call, the account information associated with the vehicle, the vehicle data, the location of the vehicle, or a diagnostic trouble code.
17. The method of claim 16 , further comprising revising the priority of the call in the on-hold queue based on the updated data received from the vehicle with the integrated communication device.
18. A method for determining a priority of a call in an on-hold queue comprising:
initiating the call, to an enterprise, from a vehicle with an integrated communication device, wherein the call is placed into the on-hold queue; and
sending data, to the enterprise, from the vehicle with the integrated communication device, wherein the data comprises at least a type of call, an account information associated with the vehicle, a vehicle data, and a location of the vehicle,
wherein the enterprise determines the priority of the call in the on-hold queue based on the data sent by the vehicle with the integrated communication device; and
wherein the vehicle data comprises at least a model, an occupancy data, and a motion status of the vehicle.