Systems and methods relating to customer experience automation

This invention describes a system that intelligently routes customer interactions, like calls or messages, to the most suitable agent in a contact center. When a customer initiates contact, the system first determines their intent and then accesses their historical data, including past interactions across various companies. Based on this information, it generates a personalized profile outlining the ideal characteristics for an agent to handle that specific interaction, which is then used by a routing engine to find the best match. The claims narrow this to an intermediary platform that operates separately and can gather customer interaction data from multiple contact centers.

Why it matters: Filed before widespread adoption of advanced AI for intent recognition and preference inference. Large Language Models can now analyze interaction data to determine intent and infer preferred agent characteristics with greater accuracy and flexibility than was feasible in 2019, making the core process more robust.

Status: Not in forceListed as no longer active. The specific reason is not in the record we hold.
How hard to build: SpecializedHeavy software system, data integration, AI logic

3 AI reinvention directions for this patent

See all three

AI gives you a few directions you could take this. Pick one, and we check whether your version is different enough to patent, then write the filing.

Reinvent this with AI

Where this one came from

Every morning we go through millions of abandoned patents and pick out 15 worth your time. This was one of today’s.

This one

+10