METHOD AND APPARATUS FOR PROVIDING INFORMATION ABOUT ANTICIPATED DELAYS TO CUSTOMERS AT SERVICE CENTERS, CONTACT CENTERS, OR CALL CENTERS
Patent №
US 8,239,241
Granted
2012-08-07
Filed 2006
Owner
INTERNATIONAL BUSINESS MACHINES CORPORATION
Lab
AI components
1
planning
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
11511564
The present invention provides a method for providing information to a client or customer about anticipated service center delays comprising maintaining data about the client's call preferences, modeling a best indicator of delays specific to an individual client when answering a call from the client by the service center in order to capture the greatest market share of the clients, and communicating to the client a best indicator of delays suited to the client's call preferences in answering the call from the client to the service center.
AI classification
Ownership
INTERNATIONAL BUSINESS MACHINES CORPORATION
assignment · 182550224
Assignors
DUBE, PARIJAT, LIU, ZHEN, WYNTER, LAURA
On an employer assignment, the assignors are typically the inventors.