Patents by Inventor Jennifer Mitchell Mauney

Jennifer Mitchell Mauney has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • System and methods for intelligent routing of customer requests using customer and agent models
    Patent number: 6389400
    Abstract: System and methods for intelligent routing of requests from customers to agents where a request is received at a service center from a customer. Identification information related to the customer is accessed. Background information on the customer is retrieved from a storage facility. Task and attitude information about the customer is gathered. A model of the customer is created. Models for at least two agents are created. A performance optimizing calculation is performed that matches the customer model and the models for the at least two agents. A best match agent from the at least two agents is determined based on the matching. The customer request is routed to the best match agent.
    Type: Grant
    Filed: May 3, 1999
    Date of Patent: May 14, 2002
    Assignee: SBC Technology Resources, Inc.
    Inventors: Robert R. Bushey, Thomas Deelman, Jennifer Mitchell Mauney