Patent ID: 9036806
Filing Date: 2015-05-19
Classification: G06Q,H04M

Abstract:
1. A method of predicting the class of future customer calls to a call center, said method comprising: providing a graphical user interface displaying prior call information comprising a call summary field including an assigned call class; analyzing data in said call summary field using a tokenizer, said tokenizer transforming a sequence of characters in said call summary field into a sequence of tokens, producing tokenized call data; defining a maximum entropy (MaxEnt) model producing a probability distribution of all classes for a next call to said call center based on said prior call information; estimating parameters of said MaxEnt model for each agent of said call center based on said tokenized call data; training a conditional random field (CRF) classifier using chronologically ordered sequences of prior calls to said call center, said CRF classifier predicting a class for a new call to said call center based on said prior call information; receiving a new call from a returning customer; obtaining a call class prediction for said new call being received from said returning customer based on said CRF classifier and said MaxEnt model; and displaying said call class prediction for said new call being received from said returning customer on said graphical user interface.