Patent ID: 11870936
Assignee: UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 0:
1. A method of routing a call from a customer to a customer service representative at a call center, the method performed by an augmented intelligence system, the method comprising:
receiving an incoming call from a customer at the call center;
determining a match between a classification of the customer and a classification of a selected customer service representative based on a profile of the customer and a profile of the selected customer service representative, wherein the profile of the customer includes a psychographic profile and the profile of the selected customer service representative includes a psychographic profile;
wherein determining the match between the classification of the customer and the classification of the selected customer service representative further comprises using a tiered profile matching hierarchy that is based on relative compatibilities of the psychographic profile of the customer and the psychographic profile of the selected customer service representative;
the tiered profile matching hierarchy including:
a first tier of customer service representatives that are determined to be most compatible with the customer based on the respective psychographic profiles of the customer and each customer service representative, the first tier including at least two customer service representatives, and
a second tier of customer service representatives that are determined to be less compatible with the customer than the first tier based on the respective psychographic profiles of the customer and each customer service representative, the second tier of customer service representatives including a larger number of representatives than the first tier;
wherein the profile of the customer is modified using at least one dynamic factor that changes the psychographic profile for the customer, the at least one dynamic factor including one or more of a time, day, or location of the customer;
wherein the modified profile of the customer using the at least one dynamic factor that changes the psychographic profile for the customer is used to determine the compatibility match between the respective psychographic profiles of the customer and each customer service representative;
wherein, upon determining that a customer service representative in the first tier is not available, the customer is matched to a selected customer service representative in the second tier; and
routing the incoming call from the customer to the selected customer service representative.