Jignesh A Patel

US Patent:

20190311374, Oct 10, 2019

Filed:

Apr 4, 2019

Appl. No.:

16/374888

Inventors:

- New York NY, US
Heidi V. TUMEY - New Castle DE, US
Fran BOCAIN - Holbrook NY, US
Ramesha NARASAPPA - Jersey City NJ, US
Rajesh KALYANPUR - Green Brook NJ, US
Jignesh M. PATEL - Iselin NJ, US
Keith MASCHERONI - Brooklyn NY, US

International Classification:

G06Q 30/00
G06N 5/02
G06N 20/00
G06F 17/27

Abstract:

An embodiment of the present invention is directed to an intelligent customer service and query management and routing system. The innovative system comprises a communications server that receives a query from a client; a predictive analytics engine that applies predictive analytics to the query including parsing keywords and phrases; classifying the keywords and phrases; and applying a tag to the query; a management platform dashboard that provides an interface to a customer service representative to provide feedback to the predictive analytics engine and further applies automatic routing and categorization into a plurality of communication inboxes; and a periodic model build processing component that builds, monitors, optimizes and deploys one or more predictive models executed by the predictive analytics engine.