Patent ID: 11900300
Assignee: T-MOBILE USA, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC G | IPC G

Claim 10:
11. A computer-implemented method, comprising:
intercepting, at a customer support data center, a consumer-CSR interaction between a consumer and a CSR;
generating, in real-time, interaction data associated with the consumer-CSR interaction;
analyzing, via one or more data models that include one or more trained machine-learning algorithms, the interaction data to generate a set of data inferences associated with the consumer-CSR interaction;
inferring a current state of the consumer-CSR interaction by analyzing, via an aggregated data model that includes one or more trained machine-learning algorithms, the set of data inferences associated with the consumer-CSR interaction; and
in response to the current state indicating a need for the coach support, generating, in real-time, a coach support request for delivery to a selected coach device,
wherein the one or more trained machine-learning algorithms of the one or more data models or the aggregated data model are at least trained using data points associated with positive and negative resolutions of other consumer-CSR interactions.