Selecting a target queue for an electronic communication

Patent metadata

Field	Value
Publication number	US-12081702-B2
Application number	US-202318490184-A
Country	US
Kind code	B2
Filing date	Oct 19, 2023
Priority date	Feb 26, 2021
Publication date	Sep 3, 2024
Grant date	Sep 3, 2024

Abstract

In some implementations, a cloud computing system that executes a function may receive an indication of an electronic communication to occur between a customer and an agent. The cloud computing system that executes the function may determine a classification of the electronic communication based on a first set of rules stored in a database of the cloud computing system and attributes associated with the electronic communication. The cloud computing system that executes the function may select, based on the classification of the electronic communication, a target queue from a plurality of potential queues to be associated with the electronic communication based on a second set of rules stored in the database. The cloud computing system that executes the function may select the agent from a plurality of potential agents for the electronic communication based on an association between the agent and the target queue.

First claim

What is claimed is:

1. A first device, comprising:
one or more memories; and
one or more processors, coupled to the one or more memories, configured to:
determine, based on a first set of rules, a classification associated with an objective related to a communication between a second device and a third device and associated with a feature related to a first user associated with the second device;
select, based on a second set of rules, based on the objective, and based on the feature, a queue, from a plurality of queues, to be associated with the communication;
select, based on an association between a second user, associated with the third device, and the queue, the second user from a plurality of second users; and
transmit an instruction to establish the communication between the second device and the third device.

2. The first device of claim 1 , wherein the one or more processors are further configured to:
access an updated version of at least one of the first set of rules or the second set of rules.

3. The first device of claim 1 , wherein the one or more processors are further configured to:
determine a particular event to occur while the communication is associated with the queue.

4. The first device of claim 1 , wherein the one or more processors are further configured to:
transmit information associated with a particular event to occur while the communication is associated with the queue.

5. The first device of claim 1 , wherein the communication is at least one of:
a voice-based communication between a customer and an agent,
a video-based communication between the customer and the agent, or
a text-based communication between the customer and the agent.

6. The first device of claim 1 , wherein the first user is a customer and the second user is an agent.

7. The first device of claim 1 , wherein the second user is selected further based on at least one of:
a skill set associated with the second user, or
availability of the second user.

8. A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:
one or more instructions that, when executed by one or more processors of a first device, cause the first device to:
determine, based on a first set of rules, a classification associated with an objective related to a communication between a second device and a third device and associated with a feature related to a first user associated with the second device;
select, based on a second set of rules, based on the objective, and based on the feature, a queue, from a plurality of queues, to be associated with the communication;
select, based on an association between a second user, associated with the third device, and the queue, the second user from a plurality of second users; and
transmit an instruction to establish the communication between the second device and the third device.

9. The non-transitory computer-readable medium of claim 8 , wherein the one or more instructions further cause the first device to:
access an updated version of at least one of the first set of rules or the second set of rules.

10. The non-transitory computer-readable medium of claim 8 , wherein the one or more instructions further cause the first device to:
determine a particular event to occur while the communication is associated with the queue.

11. The non-transitory computer-readable medium of claim 8 , wherein the one or more instructions further cause the first device to:
transmit information associated with a particular event to occur while the communication is associated with the queue.

12. The non-transitory computer-readable medium of claim 8 , wherein the communication is at least one of:
a voice-based communication between a customer and an agent,
a video-based communication between the customer and the agent, or
a text-based communication between the customer and the agent.

13. The non-transitory computer-readable medium of claim 8 , wherein the first user is a customer and the second user is an agent.

14. The non-transitory computer-readable medium of claim 8 , wherein the second user is selected further based on at least one of:
a skill set associated with the second user, or
availability of the second user.

15. A method, comprising:
determining, by a first device and based on a first set of rules, a classification associated with an objective related to a communication between a second device and a third device and associated with a feature related to a first user associated with the second device;
selecting, by the first device, based on a second set of rules, based on the objective, and based on the feature, a queue, from a plurality of queues, to be associated with the communication;
selecting, by the first device and based on an association between a second user, associated with the third device, and the queue, the second user from a plurality of second users; and
transmitting, by the first device, an instruction to establish the communication between the second device and the third device.

16. The method of claim 15 , further comprising:
accessing an updated version of at least one of the first set of rules or the second set of rules.

17. The method of claim 15 , further comprising:
determining a particular event to occur while the communication is associated with the queue.

18. The method of claim 15 , further comprising:
transmitting information associated with a particular event to occur while the communication is associated with the queue.

19. The method of claim 15 , wherein the communication is at least one of:
a voice-based communication between a customer and an agent,
a video-based communication between the customer and the agent, or
a text-based communication between the customer and the agent.

20. The method of claim 15 , wherein the first user is a customer and the second user is an agent.

Assignees

• Capital One Services Llc

Inventors

• Dhandapani Selvakannan
• Bodduluri Srividya
• Deignan Gregory C
• Minner Casey M
• Lindsey Christine H
• Mepperla Narasimhan

Classifications

• G06Q30/0281

  Customer communication at a business location, e.g. providing product or service information, consulting · CPC title

• G06F16/906

  Clustering; Classification · CPC title

• G06Q30/016 Primary

  After-sales · CPC title

• H04M3/5166

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title

• H04L67/10

  in which an application is distributed across nodes in the network (software deployment G06F8/60; multiprogramming arrangements G06F9/46) · CPC title