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

Claim 0:
1. A system for improving call center efficiency, comprising:
a non-transitory computer readable medium storing data and instructions;
at least one processor configured to access at least one memory and 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 the processor generates the first contactability profile of the first entity by:
receiving, from a plurality of data sources, activity data associated with the first entity;
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; and

a call generator system configured to:
receive the first contactability profile of the first entity;
schedule a telephone call during a block of time provided by the first contactability profile;
dial a telephone number provided in the first contactability profile during the block of time;
detect that the telephone call is answered by the first entity; and
connect a user to the answered telephone call.