{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-12003670","patent":{"patent_number":"US-12003670","title":"System and method for redirecting inbound-voice-interactions to digital channels in a contact center","assignee":null,"inventors":[],"filing_date":"2023-04-02T00:00:00.000Z","publication_date":"2024-06-04T00:00:00.000Z","cpc_codes":["H04M","H04M","G06F","H04M","H04M","H04M","H04M","H04M","H04M","H04M"],"num_claims":10,"abstract":"A computerized-method for redirecting inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"System and method for redirecting inbound-voice-interactions to digital channels in a contact center","description":"A computerized-method for redirecting inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-12003670","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-12003670","citation_suggestion":"Patentable. \"System and method for redirecting inbound-voice-interactions to digital channels in a contact center\" (US-12003670). https://patentable.app/patents/US-12003670","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-12003670","json":"https://patentable.app/api/llm-context/US-12003670","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-31T02:41:50.963Z"}