Patent ID: 11870936
Assignee: UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 17:
18. A method of matching a customer and a representative of a service provider at a call center, the method performed by an augmented intelligence system, the method comprising:
building a plurality of customer profiles, including a psychographic profile for each customer of a plurality of customers of the service provider associated with the call center;
building a plurality of representative profiles, including a psychographic profile for each representative of a plurality of representatives associated with the call center;
based on the psychographic profiles for each customer and each representative, determining compatible matches between customers and representatives;
generating a tiered profile matching hierarchy for the customer that is based on relative compatibilities of the psychographic profile of the customer and the psychographic profile of the representatives, wherein the tiered profile matching hierarchy includes a first tier of customer service representatives that are determined to be most compatible with the customer based on the respective psychographic profiles of the customer and each customer service representative and a second tier of customer service representatives that are determined to be less compatible with the customer than the first tier based on the respective psychographic profiles of the customer and each customer service representative, the second tier of customer service representatives including a larger number of representatives than the first tier; and
upon receiving an incoming call from a customer, routing the incoming call to a selected representative that is determined to be a compatible match with the customer based on the respective psychographic profiles of the customer and the selected representative according to the tiered profile matching hierarchy;
wherein the profile of the customer is modified using at least one dynamic factor that changes the psychographic profile for the customer, the at least one dynamic factor including one or more of a time, day, or location of the customer;
wherein the modified profile of the customer using the at least one dynamic factor that changes the psychographic profile for the customer is used to determine the compatibility match between the respective psychographic profiles of the customer and each customer service representative;
wherein, upon determining that a customer service representative in the first tier is not available, the customer is matched to the selected customer service representative in the second tier.