Patent ID: 9305104
Filing Date: 2016-04-05
CPC Classification: G06F

Claim Text:
1. A method of predicting a topic of a call, comprising: receiving a web log having a plurality of web log records for a website, wherein each web log record comprises a website access, a time stamp and an identity of a user who accessed the website; receiving a call log having a plurality of call log records containing information regarding calls placed to one or more telephone numbers, wherein each call log record comprises a call topic, a time stamp and an identity of a user; grouping, by a pattern identification engine, one or more calls of the call log with one or more website accesses of the web log into a web-phone session so that the user associated with the one or more website accesses of the web log and the user associated with the one or more calls of the call log in the web-phone session are the same user; identifying, by the pattern identification engine, one or more patterns within a web-phone session by identifying a general topic of the web-phone session based on: receiving a new call from a caller; identifying, by the pattern identification engine, that one or more previous website accesses exist in the web log records from the caller associated with the new call; reviewing the previous website accesses to identify a pattern from a previous web-phone session for one or more of the previous website accesses; predicting, by the pattern identification engine, a call topic for the new call based on the identified pattern from the previous web-phone session; and by a processing device, outputting the predicted call topic.