17945565. METHOD AND SYSTEM FOR ESTIMATING CALL DURATIONS FOR IMPROVED CALL QUEUE MANAGEMENT simplified abstract (JPMORGAN CHASE BANK, N.A.)
Contents
- 1 METHOD AND SYSTEM FOR ESTIMATING CALL DURATIONS FOR IMPROVED CALL QUEUE MANAGEMENT
- 1.1 Organization Name
- 1.2 Inventor(s)
- 1.3 METHOD AND SYSTEM FOR ESTIMATING CALL DURATIONS FOR IMPROVED CALL QUEUE MANAGEMENT - A simplified explanation of the abstract
- 1.4 Simplified Explanation
- 1.5 Potential Applications
- 1.6 Problems Solved
- 1.7 Benefits
- 1.8 Potential Commercial Applications
- 1.9 Possible Prior Art
- 1.10 Unanswered Questions
- 1.11 Original Abstract Submitted
METHOD AND SYSTEM FOR ESTIMATING CALL DURATIONS FOR IMPROVED CALL QUEUE MANAGEMENT
Organization Name
Inventor(s)
Rudolph L. Mappus, Iv of Plano TX (US)
Sri Harsha Pothukuchi of Brambleton VA (US)
Angel Vincent of Milford OH (US)
Owen Churchill of Columbus OH (US)
METHOD AND SYSTEM FOR ESTIMATING CALL DURATIONS FOR IMPROVED CALL QUEUE MANAGEMENT - A simplified explanation of the abstract
This abstract first appeared for US patent application 17945565 titled 'METHOD AND SYSTEM FOR ESTIMATING CALL DURATIONS FOR IMPROVED CALL QUEUE MANAGEMENT
Simplified Explanation
The patent application describes methods and systems for estimating call durations during incoming telephone calls to improve call queue management and efficiency in telephone support systems. The method involves receiving an incoming call, retrieving historical information about the caller, forecasting the next customer state based on this information, and estimating the potential duration of the call. This estimated call duration is then used to assign a priority to the call and determine the order in which calls should be handled.
- Historical information is retrieved about the caller
- Next customer state is forecasted based on historical information
- Potential duration of the call is estimated based on the forecasted next customer state
Potential Applications
This technology could be applied in call centers, customer service departments, and other telephone support systems to optimize call handling and improve customer satisfaction.
Problems Solved
1. Efficient call queue management 2. Improved customer service experience
Benefits
1. Reduced wait times for callers 2. Increased efficiency in call handling 3. Enhanced customer satisfaction
Potential Commercial Applications
Optimizing call center operations for improved efficiency and customer service.
Possible Prior Art
There may be existing systems or methods for estimating call durations in call centers or customer service departments, but the specific approach outlined in this patent application may be novel and innovative.
Unanswered Questions
1. How does the system handle unexpected changes in call duration? 2. What factors are considered in assigning priorities to incoming calls?
Original Abstract Submitted
Methods and systems for estimating call durations while handling incoming telephone calls in order to improve call queue management and efficiency with respect to telephone support systems are provided. The method includes: receiving a first incoming telephone call from a first person; retrieving historical information that relates to the first person; forecasting, based on the historical information, a next customer state that relates to the first person; and estimating, based on the forecasted next customer state, a potential duration of the first incoming call. The estimated call duration is then usable for assigning a priority to the first incoming call and determining an order of handling the first incoming call with respect to each of a plurality of other incoming calls based on the assigned priority.
