US Patent Issued to United Services Automobile Association (USAA) on March 3 for "Machine learning based call routing system" (Texas Inventors)

ALEXANDRIA, Va., March 3 -- United States Patent no. 12,568,172, issued on March 3, was assigned to United Services Automobile Association (USAA) (San Antonio).

"Machine learning based call routing system" was invented by Victor Kwak (Frisco, Texas), Seth E. Ethington (McKinney, Texas) and Jesse William Plymale (Dallas).

According to the abstract* released by the U.S. Patent & Trademark Office: "Machine learning technology can analyze in real-time the data from a call between a person and a customer service representative. Based on this analysis, a server can determine a sentiment score that describes a sentiment expressed by the person or the customer service representative. If the server determines that the sentiment score is less than ...