Team-based customer care routing

Patent metadata

Field	Value
Publication number	US-10148819-B2
Application number	US-201615394053-A
Country	US
Kind code	B2
Filing date	Dec 29, 2016
Priority date	Dec 29, 2016
Publication date	Dec 4, 2018
Grant date	Dec 4, 2018

Abstract

A user identifier of a customer may be obtained from a customer identification database of a wireless telecommunication carrier in response to receiving a support request to resolve a service issue for the customer. Subsequently, a determination may be made based on the user identifier as to whether the customer satisfies one or more conditions. The one or more conditions may include that the customer is previously assigned to a customer support team of the wireless telecommunication carrier for a prior support session, a service account associated with the user identifier is already assigned to the customer support team, or the customer was formerly assigned to the customer support team while using a former service account that is now expired. Accordingly, the customer support team may be designated to assist the customer with the service issue when the customer satisfies a condition of the one or more conditions.

First claim

What is claimed is:

1. One or more non-transitory computer-readable media storing computer-executable instructions that upon execution cause one or more processors to perform acts comprising:
receiving text of a support request;
identifying a service issue for a customer associated with the service request via a machine learning classification algorithm based on the text of the support request;
obtaining a user identifier of the customer from a customer identification database of a wireless telecommunication carrier in response to receiving the support request, wherein the user identifier is utilized by the customer via a user device to access telecommunication services that are provided by a wireless telecommunication network operated by the wireless telecommunication carrier;
querying the user device to obtain device information related to a provisioning of the telecommunication services to the user device by the wireless telecommunication network;
determining based at least on the user identifier, whether the customer satisfies one or more conditions, the one or more conditions including that the customer is previously assigned to a customer support team of the wireless telecommunication carrier for a prior support session, a service account associated with the user identifier is already assigned to the customer support team, or the customer was formerly assigned to the customer support team while using a former service account that is now expired; and
designating the customer support team to assist the customer with the service issue in response to a determination that customer satisfies a condition of the one or more conditions and based on the identified service issue and the obtained device information, the customer support team being one of multiple customer support teams that are operated by the wireless telecommunication carrier.

2. The one or more non-transitory computer-readable media of claim 1 , wherein the acts further comprise assigning the customer to a newly selected customer support team of the multiple customer support teams for assistance with the service issue in response to a determination that the customer fails to satisfy any of the one or more conditions.

3. The one or more non-transitory computer-readable media of claim 2 , wherein the newly selected customer support team is selected from the multiple customer support teams to assist the customer with the service issue based at least on workloads of the multiple customer support teams, geographical proximities of the multiple customer support teams to a geolocation of the customer, correlations between a collective service expertise of the customer support teams and the service issue, or a random basis.

4. The one or more non-transitory computer-readable media of claim 1 , wherein the acts further comprise:
assigning a particular customer service representative of the customer support team to assist the customer with the service issue in response to determining that the customer service representative satisfies a plurality of conditions, the plurality of conditions including that the customer service representative is available to engage in a support session with the customer, an expertise rating of the particular customer service representative with respect to the service issue is above a predetermined expertise threshold, and a satisfaction rating given to the customer service representative by the customer is above a predetermined satisfaction rating threshold; and
assigning an alternative customer service representative of the customer support team to assist the customer with the service issue in response to a determination that the customer service representative fails to satisfy any of the plurality of conditions.

5. The one or more non-transitory computer-readable media of claim 4 , wherein the particular customer service representative is designated to assist the customer based on a randomly basis or the particular customer service representative having provided a most recent support session to the customer.

6. The one or more non-transitory computer-readable media of claim 4 , wherein assigning the alternative customer service representative includes:
assigning a specific customer service representative of multiple customer service representatives on the customer support team that have previously interacted with the customer to assist the customer with the service issue via the support session in response to a determination that the specific customer service representative has a highest expertise rating of the multiple customer service representatives with the service issue and a corresponding satisfaction rating given to the specific customer service representative is above the predetermined satisfaction rating threshold; and
assigning an available customer service representative of one or more remaining customer service representatives on the customer support team that have not previously interacted with the customer to assist the customer with the service issue via the support session in response to a determination that the corresponding satisfaction rating of the specific customer service representative is not above the predetermined satisfaction rating threshold, the available customer service representative having a highest expertise rating for the service issue of the one or more remaining customer service representatives.

7. The one or more non-transitory computer-readable media of claim 4 , wherein the support session is a current support session or a scheduled future support session with the customer that includes an online chat session, a telephone call, or an in-person interaction.

8. The one or more non-transitory computer-readable media of claim 1 , wherein the identifying of the service issue via the machine learning classification algorithm is based on the text of the service request and at least one of contextual data from an operation database of the wireless telecommunication carrier or external data from a third-party database.

9. The one or more non-transitory computer-readable media of claim 8 , wherein the contextual data includes at least one of network contextual information regarding technical and operational status of the wireless telecommunication carrier, device contextual information regarding technical capabilities, feature settings, and operational status of a user device, account contextual information that includes account details associated with the user device, and wherein the external data includes social media data.

10. The one or more non-transitory computer-readable media of claim 8 , wherein the acts further comprise:
ascertaining whether the service issue is to be resolved remotely or at a physical location;
routing the customer to a remote support session with a remote customer service representative on the customer support team in response to a determination that the service issue is to be resolved remotely, the remote support session is an online chat session or a telephone call; and
routing the customer to an in-person interaction with an in-store customer service representative at the physical location in response to a determination that the service issue is to be resolved at the physical location.

11. The one or more non-transitory computer-readable media of claim 1 , wherein the customer support team includes multiple customer service representatives having expertise with different service issues.

12. The one or more non-transitory computer-readable media of claim 1 , wherein the acts further comprise:
receiving an indication that a customer service representative of the customer support team is permanently removed from the customer support tea

Assignees

• T Mobile Usa Inc

Inventors

• Yokel Ryan
• Bourcelot Rudy

Classifications

• H04M3/42068

  where the identifier is used to access a profile · CPC title

• H04M2203/408

  Customer-specific call routing plans · CPC title

• H04M3/5232 Primary

  Call distribution algorithms · CPC title

• H04M3/5191

  interacting with the Internet · CPC title

• G06Q30/015

  Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk · CPC title