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1. (WO2018085696) MACHINE LEARNING-BASED CUSTOMER CARE ROUTING

Pub. No.:    WO/2018/085696    International Application No.:    PCT/US2017/060002
Publication Date: Sat May 12 01:59:59 CEST 2018 International Filing Date: Sat Nov 04 00:59:59 CET 2017
IPC: G06Q 30/06
G06Q 10/06
G06N 99/00
G06Q 30/02
Applicants: T-MOBILE USA, INC.
Inventors: YOKEL, Ryan
Title: MACHINE LEARNING-BASED CUSTOMER CARE ROUTING
Abstract:
Machine learning-based customer care routing may connect a customer with a support person that has a high level of expertise. A trouble report may be received from a customer of a wireless telecommunication network via on online chat session or a telephone call. A service issue associated with the trouble report may be determined via a machine learning classification algorithm. The trouble report of the service issue may be routed to a support person that is selected from multiple available support persons based on the support person having a higher level of expertise with the service issue than other available support persons. The support person may provide detail edits on the trouble report, such that a problem summary for the service issue may be created. Subsequently, a potential solution for the service issue may be generated based on the problem summary using a machine learning-based recommendation algorithm.