20240048656. SELECTING A TARGET QUEUE FOR AN ELECTRONIC COMMUNICATION simplified abstract (Capital One Services, LLC)

SELECTING A TARGET QUEUE FOR AN ELECTRONIC COMMUNICATION

Organization Name

Capital One Services, LLC

Inventor(s)

Selvakannan Dhandapani of Glen Allen VA (US)

Srividya Bodduluri of Glen Allen VA (US)

Gregory C. Deignan of Midlothian VA (US)

Casey M. Minner of Brightwood VA (US)

Christine H. Lindsey of Midlothian VA (US)

Narasimhan Mepperla of Moseley VA (US)

SELECTING A TARGET QUEUE FOR AN ELECTRONIC COMMUNICATION - A simplified explanation of the abstract

This abstract first appeared for US patent application 20240048656 titled 'SELECTING A TARGET QUEUE FOR AN ELECTRONIC COMMUNICATION

Simplified Explanation

The abstract of this patent application describes a cloud computing system that can classify electronic communications and assign them to specific queues and agents based on predefined rules and attributes associated with the communication.

• The cloud computing system receives an indication of an electronic communication between a customer and an agent.
• The system determines the classification of the communication by applying a set of rules stored in its database and analyzing the attributes of the communication.
• Based on the classification, the system selects a target queue from multiple potential queues also stored in the database.
• The system then selects an agent for the communication based on the association between the agent and the target queue.

Potential applications of this technology:

• Customer service management: This technology can be used in call centers or customer service departments to efficiently route customer inquiries or issues to the most appropriate agents based on the classification of the communication.
• Sales and marketing: The system can help in routing sales leads or customer inquiries to the right sales representatives or marketing teams, ensuring timely and effective response.
• Helpdesk support: IT helpdesk or technical support teams can benefit from this technology by automatically assigning support tickets to the most suitable agents based on the classification of the issue.

Problems solved by this technology:

• Efficient communication routing: By automating the classification and routing process, this technology eliminates the need for manual intervention, reducing the chances of human error and ensuring faster response times.
• Improved customer experience: By directing communications to the most appropriate agents, customers receive more personalized and efficient support, leading to higher satisfaction levels.
• Optimal resource utilization: The system ensures that agents with the right skills and expertise are assigned to relevant communications, maximizing the utilization of available resources.

Benefits of this technology:

• Increased efficiency: By automating the classification and routing process, the system saves time and effort, allowing agents to focus on resolving customer issues rather than manually assigning tasks.
• Enhanced customer satisfaction: By directing communications to the most suitable agents, customers receive faster and more accurate responses, leading to improved satisfaction levels.
• Improved resource allocation: The system ensures that agents are assigned tasks based on their skills and expertise, optimizing resource allocation and improving overall productivity.

Original Abstract Submitted

in some implementations, a cloud computing system that executes a function may receive an indication of an electronic communication to occur between a customer and an agent. the cloud computing system that executes the function may determine a classification of the electronic communication based on a first set of rules stored in a database of the cloud computing system and attributes associated with the electronic communication. the cloud computing system that executes the function may select, based on the classification of the electronic communication, a target queue from a plurality of potential queues to be associated with the electronic communication based on a second set of rules stored in the database. the cloud computing system that executes the function may select the agent from a plurality of potential agents for the electronic communication based on an association between the agent and the target queue.