Patent ID: 9723148
Date: 2017-08-01
CPC Classifications: G06Q,H04M

Claim:
1. A customer interface method, comprising: identifying a plurality of customer interaction types in a data set, the data set including customer interaction data and customer demographic data; identifying a plurality of customer demographic types in the data set; correlating the customer interaction types with the customer demographic types; computing a probability that a future customer interaction will result in generation of an escalation based on the correlating of the customer interaction types with the customer demographic types, escalation occurring when a customer contacting an organization is transferred by a first representative to a second representative or to a different organizational group, after the first representative is unable to resolve an issue of the customer, and proactively altering routing of an interaction with a new customer directly to the second representative or to the different organizational group based at least in part on the probability to avoid the escalation of the interaction from the first representative.