{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-9832316","patent":{"patent_number":"US-9832316","title":"Customer service model-based call routing and/or scheduling system and method","assignee":null,"inventors":[],"filing_date":"2016-11-10T00:00:00.000Z","publication_date":"2017-11-28T00:00:00.000Z","cpc_codes":["H04M","G06Q","G06Q","H04M","H04M"],"num_claims":20,"abstract":"A method of routing a customer to a desired representative of a call center includes, in accordance with an embodiment of the present disclosure, receiving a communication from the customer. The method also includes identifying, within a database saved to a server, a customer account associated with the customer, and identifying data indicative of one or more life event entries saved to the customer account and corresponding with one or more life events of the customer. The method also includes applying the identified data indicative of the one or more life event entries to a history-based statistical models, where each history-based statistical model represents a corresponding call routing channel. The method also includes assigning a probability score for each history-based statistical model, where each probability score represents a likelihood that the corresponding call routing channel represented by the history-based statistical model is desired by the customer. The method also includes routing, via a switch, the customer to the desired representative via the call routing channel associated with the desired representative."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"Customer service model-based call routing and/or scheduling system and method","description":"A method of routing a customer to a desired representative of a call center includes, in accordance with an embodiment of the present disclosure, receiving a communication from the customer. The metho","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-9832316","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-9832316","citation_suggestion":"Patentable. \"Customer service model-based call routing and/or scheduling system and method\" (US-9832316). https://patentable.app/patents/US-9832316","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-9832316","json":"https://patentable.app/api/llm-context/US-9832316","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-06-06T09:31:00.088Z"}