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公开(公告)号：US11936818B1
公开(公告)日：2024-03-19
申请号：US18121812
申请日：2023-03-15
发明人： Sears Merritt
IPC分类号： H04M3/523 , G06N7/08 , G06Q10/0631 , G06Q10/0635 , G06Q30/016 , G06Q30/0251 , H04M3/42
CPC分类号： H04M3/5233 , G06N7/08 , G06Q10/06311 , G06Q10/0635 , G06Q30/016 , G06Q30/0254 , G06Q10/063112 , H04M3/42068 , H04M2203/551 , H04M2203/556
摘要： Systems and methods described herein can automatically route an inbound call from an identified customer to one of a plurality of agents, the agent being selected on the basis of likelihood of a favorable outcome. The method determines a predictive model appropriate for the identified customer, with model variables including call center data, and targeted marketing data based upon risk data for the customer. An analytical engine calculates outcome predictions by applying the predictive model to values of model variables over a recent time interval. In a time-series analysis, this calculation is repeated while dynamically adjusting the recent time interval, until identifying a call routing option that satisfies a favorable outcome criterion. This method may be used to select the agent to handle the incoming call, and optionally to select a product for that agent to discuss with the identified customer.
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公开(公告)号：US11259718B1
公开(公告)日：2022-03-01
申请号：US16562226
申请日：2019-09-05
发明人： Gareth Ross , Yaron Ben-Zvi , Sears Merritt
摘要： A system and method for automated body mass index is disclosed. The disclosed method operates within a system architecture including one or more computing devices, one or more servers, and one or more databases. A processor operating within the one or more servers executes one or more algorithms for detecting relevant features associated with a potential client's multimedia information. The method may include calculating feature values, such as abdomen circumference, face width, face height, cheekbone width, jaw width, and neck width, and the like as well as calculating the body mass index of the potential client using one or more regression algorithms. A baseline and updated BMI may be determined, and used for determining a baseline and updated value.
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公开(公告)号：US10769538B1
公开(公告)日：2020-09-08
申请号：US16739967
申请日：2020-01-10
发明人： Sears Merritt
摘要： Upon receiving an inbound call, a call management system retrieves from a customer database enterprise customer data associated with an identified customer. The customer database tracks prospects, leads, new business and purchasers of an enterprise. Enterprise customer data may include customer event data, activity event data and attributions data. The system retrieves customer demographic data associated with the identified customer. A group of agents is selected from a plurality of groups of agents based on retrieved enterprise customer data. A predictive model determines a value prediction signal for the identified customer, then classifies the identified customer into a first value group or a second value group. The system routes a customer call classified in the first value group to a first queue position, and routes a customer call classified in the second value group to a second queue position. for connection to an agent from the selected group of agents.
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公开(公告)号：US10546340B1
公开(公告)日：2020-01-28
申请号：US15287503
申请日：2016-10-06
发明人： Gareth Ross , Sears Merritt
摘要： Systems and methods assess the needs of customers using predictive modeling techniques, thereby reducing data entry efforts. A method receives customer data from a first database and provided by the user; generates an instruction to a second database and receives additional customer information received from external databases to generate a profile for the customer; generates a customer profile based on the data and additional data; determines missing data from the profile and a set of attributes; identifies a profile having a similar set of attributes and estimates the missing data using predictive modeling techniques to generate estimated customer information; pre-populates one or more missing fields of the full profile associated with the customer based on the estimated customer information; analyzes the full updated customer profile associated with the customer to a recommendation for the customer that will allow customers to fulfill one or more proposed future goals.
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公开(公告)号：US10540593B1
公开(公告)日：2020-01-21
申请号：US16455983
申请日：2019-06-28
发明人： Sears Merritt
摘要： Upon receiving an inbound call, a call management system retrieves from a customer database enterprise customer data associated with an identified customer. The customer database tracks prospects, leads, new business and purchasers of an enterprise. Enterprise customer data may include customer event data, activity event data and attributions data. The system retrieves customer demographic data associated with the identified customer. A group of agents is selected from a plurality of groups of agents based on retrieved enterprise customer data. A predictive model determines a value prediction signal for the identified customer, then classifies the identified customer into a first value group or a second value group. The system routes a customer call classified in the first value group to a first queue position, and routes a customer call classified in the second value group to a second queue position. for connection to an agent from the selected group of agents.
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公开(公告)号：US10467201B1
公开(公告)日：2019-11-05
申请号：US15380925
申请日：2016-12-15
发明人： Sears Merritt , Thom Neale
IPC分类号： G06F17/30 , G06F16/21 , G06F16/215 , G06F16/25 , G06F16/28 , G06F16/901
摘要： Methods and systems for determining relationships between two or more nominally unrelated data sources utilizing a combination of probabilistic modeling and graphical clustering are described. The systems and methods for utilizing probabilistic model functions as a way of determining and judging the likelihood that two records from different systems are related to the same entity.
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公开(公告)号：US12020173B1
公开(公告)日：2024-06-25
申请号：US18328890
申请日：2023-06-05
发明人： Sears Merritt
IPC分类号： H04M3/523 , G06N5/022 , G06N20/00 , G06Q30/0201 , G06Q30/0282 , G06Q30/0601 , H04M3/436 , H04M3/42 , H04M3/51
CPC分类号： G06N5/022 , G06N20/00 , G06Q30/0201 , G06Q30/0282 , G06Q30/0601 , H04M3/4365 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M3/42059 , H04M3/42195 , H04M3/5183 , H04M3/5231 , H04M2203/556 , H04M2203/558
摘要： A system herein provides automated call-back of customers who have terminated an inbound call by exercising a call-back option of an interactive voice response unit or by abandoning the inbound call, using predictive modeling of caller value to prioritize call-backs. The call management system monitors the inbound customer call and detects any termination of the customer call. A call-back module opens a call-back record for the terminated customer call and associates that call-back record with an identified customer. The call-back module retrieves customer demographic data and other data associated with the identified customer. A predictive module determines a value prediction signal for the identified customer by modeling purchase and lapse behaviors and classifies each identified customer for either priority call-back or subordinate call-back treatment. Priority call-back classification may result in assignment to a priority call-back queue, assignment to a priority call-back queue position, or call-back by a selected agent.
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公开(公告)号：US10984330B1
公开(公告)日：2021-04-20
申请号：US16806918
申请日：2020-03-02
发明人： Sears Merritt
摘要： A system herein provides automated call-back of customers who have terminated an inbound call by exercising a call-back option of an interactive voice response unit or by abandoning the inbound call, using predictive modeling of caller value to prioritize call-backs. The call management system monitors the inbound customer call and detects any termination of the customer call. A call-back module opens a call-back record for the terminated customer call and associates that call-back record with an identified customer. The call-back module retrieves customer demographic data and other data associated with the identified customer. A predictive module determines a value prediction signal for the identified customer by modeling purchase and lapse behaviors and classifies each identified customer for either priority call-back or subordinate call-back treatment. Priority call-back classification may result in assignment to a priority call-back queue, assignment to a priority call-back queue position, or call-back by a selected agent.
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公开(公告)号：US10909463B1
公开(公告)日：2021-02-02
申请号：US16773805
申请日：2020-01-27
发明人： Sears Merritt
摘要： A call management system of a call center retrieves from a customer database enterprise customer data associated with an identified customer in a customer call, which may include customer event data, attributions data, and activity event data. The customer database tracks prospects, leads, new business, and purchasers of an enterprise. The system retrieves customer demographic data associated with the identified customer. A predictive model is selected from a plurality of predictive models based on retrieved enterprise customer data. The selected predictive model, including a logistic regression model and tree based model, determines a value prediction signal for the identified customer, then classifies the identified customer into a first value group or a second value group. The system routes a customer call classified in the first value group to a first call queue assignment, and routes a customer call classified in the second value group to a second call queue assignment.
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公开(公告)号：US10426378B1
公开(公告)日：2019-10-01
申请号：US15813053
申请日：2017-11-14
发明人： Gareth Ross , Yaron Ben-Zvi , Sears Merritt
摘要： A system and method for automated body mass index is disclosed. The disclosed method operates within a system architecture including one or more computing devices, one or more servers, and one or more databases. A processor operating within the one or more servers executes one or more algorithms for detecting relevant features associated with a potential client's multimedia information. The method may include calculating feature values, such as abdomen circumference, face width, face height, cheekbone width, jaw width, and neck width, and the like as well as calculating the body mass index of the potential client using one or more regression algorithms. A baseline and updated BMI may be determined, and used for determining a baseline and updated value.
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