Patent ID: 11943388
Assignee: CAPITAL ONE SERVICES, LLC
Field: Telecommunications (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 9:
10. A system for improving call center efficiency, comprising:
a non-transitory computer readable medium storing data and instructions;
at least one processor in connection with the non-transitory computer readable medium, the processor configured to:
generate a first contactability profile of a first entity, the first contactability profile including a block of time indicating a calculated probability that the first entity will be available at a specified time and via a specified channel, wherein generating the first contactability profile further comprises:
receiving, from a plurality of data sources, activity data associated with the first entity, wherein the activity data comprises transaction data, internet usage data, or both;
extrapolating, based on the activity data, contactability data including both contactable times and channels and non-contactable times and channels;
filtering the contactability data to remove conflicting contactability data indicating that the first entity is both contactable and noncontactable at a same period of time; and
calculating, based on the filtered contactability data, a plurality of probabilities that the first entity will be available for contact at a respective specified time and via one or more communication channels;

schedule a contact via at least one of the one or more communication channels during a block of time provided by the first contactability profile;
initiate the contact using contact information provided in the first contactability profile during the block of time;
detect that the contact is responded to by the first entity; and
connect a user to the responded contact.