Patent ID: 9325846
Filing Date: 2016-04-26
CPC Classification: G06F,G06N,H04L,H04M

Claim Text:
1. A method of routing a call from a client to a service representative of an organization, the method comprising: monitoring activities of the client at a site of the organization; upon a call from the client being received at a telephone-based system of the organization, receiving a request from the telephone-based system for a set of information regarding the monitored activities; removing information from the set of information when an age of the information in the set of information is greater than a predetermined age, wherein a value of the set of information regarding the monitored activities decreases as the information ages; applying predicting rules to the monitored activities of the client to make a prediction regarding why the client is calling the organization; determining whether to use the prediction based on a confidence level associated with the prediction; and determining telephone prompts to be presented to the client based on the monitored activities of the client at the site, wherein the telephone prompts to be presented to the client are based on the prediction responsive to a determination that the prediction should be used.