Patent ID: 11962721
Assignee: UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)
Field: Telecommunications (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 7:
8. A system comprising:
one or more processors; and
one or more memories storing instructions that, when executed by the one or more processors, cause the system to perform a process comprising:
receiving, via a communications network, a call from a caller made via a device;
determining a score during the call, wherein the score indicates a probability that the caller will accept an invitation to speak with a representative regarding a new product or service; and
in response to the score being below a threshold,
classifying the call as not a potential sales call, and
routing the call to a non-sales call representative based at least in part on a classification that the call is not a potential sales call and at least one of
a priority level of the call associated with tenure statistics of the caller as a customer of an entity, or
a minimum expected delay of answering the call.