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

Claim 15:
16. A system, comprising:
a call-receiving device for receiving a customer call;
non-transitory machine-readable memory that stores customer data associated with a plurality of identified customers;
a processor, configured to execute a call routing module, wherein the processor in communication with the non-transitory machine-readable memory executes a set of instructions instructing the processor to:
upon receiving a customer call at a call receiving device, the customer call including a customer identifier,
retrieve customer data for the customer identifier comprising one or more customer records including timestamp data associated with each customer record;
execute 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,
determine 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 adjust 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, direct the call receiving device to route the customer call to the one of the set of call routing options.