Patents by Inventor Randall Schwager

Randall Schwager 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 method for managing routing of customer calls
    Patent number: 11743389
    Abstract: A call management system of a call center identifies an inbound caller based upon computer analysis of customer identifiers, which may include at least two of customer name, street address, and zip code. Approximate string matching analysis matches n-grams generated from strings within customer identifiers, with n-grams generated from customer identification fields while searching one or more databases. Approximate string matching can incorporate a closeness metric based on Jaccard distance, and a Gaussian mixture model of best matches. In one embodiment, a polymr search engine analyzes customer identifiers of inbound callers to retrieve customer data, such as customer demographic data, matched to the customer identifiers. In another embodiment, the polymr search engine analyzes customer identifiers of inbound callers to identify repeat callers and retrieve previously collected customer data.
    Type: Grant
    Filed: November 14, 2022
    Date of Patent: August 29, 2023
    Assignee: Massachusetts Mutual Life Insurance Company
    Inventors: Gareth Ross, Andrew Reagan, Randall Schwager
  • System and method for managing routing of customer calls
    Patent number: 11509771
    Abstract: A call management system of a call center identifies an inbound caller based upon computer analysis of customer identifiers, which may include at least two of customer name, street address, and zip code. Approximate string matching analysis matches n-grams generated from strings within customer identifiers, with n-grams generated from customer identification fields while searching one or more databases. Approximate string matching can incorporate a closeness metric based on Jaccard distance, and a Gaussian mixture model of best matches. In one embodiment, a polymr search engine analyzes customer identifiers of inbound callers to retrieve customer data, such as customer demographic data, matched to the customer identifiers. In another embodiment, the polymr search engine analyzes customer identifiers of inbound callers to identify repeat callers and retrieve previously collected customer data.
    Type: Grant
    Filed: December 20, 2018
    Date of Patent: November 22, 2022
    Assignee: MASSACHUSETTS MUTUAL LIFE INSURANCE COMPANY
    Inventors: Gareth Ross, Andrew Reagan, Randall Schwager