Patent ID: 11936818
Assignee: MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY
Field: IT methods for management (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 0:
1. A method, comprising:
upon receiving a customer call at a call receiving device, the customer call including a customer identifier,
retrieving, by a processor, customer data for the customer identifier comprising one or more customer records including timestamp data associated with each customer record;
executing, by the processor, a predictive model to generate an outcome prediction for each of a set of call routing options by applying the predictive model to values of model variables over a time interval, wherein the time interval is a historical time period ending at a current time,
determining, by the processor, whether any outcome prediction generated for the set of call routing options satisfies a favorable outcome criterion;
in the event none of the outcome predictions generated for the set of call routing options satisfies the favorable outcome criterion, dynamically adjusting, by the processor, the time interval and repeating the executing step and the determining step by applying the predictive model to values of the model variables over the dynamically adjusted time interval; and
in the event the outcome prediction generated for one of the set of call routing options satisfies the favorable outcome criterion, directing, by the processor, the call receiving device to route the customer call to the one of the set of call routing options.