Charles Schwab has been granted a patent for a method involving constructing a digital footprint of a customer, inputting it into an AI engine, obtaining probability values, selecting a predicted call driver, and providing it to a call center. The digital footprint includes digital breadcrumbs mapped to the customer. GlobalData’s report on Charles Schwab gives a 360-degree view of the company including its patenting strategy. Buy the report here.

According to GlobalData’s company profile on Charles Schwab, was a key innovation area identified from patents. Charles Schwab's grant share as of February 2024 was 78%. Grant share is based on the ratio of number of grants to total number of patents.

Predicting call drivers using ai based on customer digital footprint

Source: United States Patent and Trademark Office (USPTO). Credit: The Charles Schwab Corp

A recently granted patent (Publication Number: US11924380B2) outlines a method and computer system for predicting call drivers in a call center environment. The method involves selecting a customer, constructing a digital footprint of the customer by gathering digital breadcrumbs from user data, inputting this footprint into an artificial intelligence (AI) engine, obtaining probability values from the AI engine, and selecting a predicted call driver from a range of options based on these values. The predicted call driver is then provided to the call center associated with the company. The AI engine utilized in this process can include decision trees, linear classifiers, neural networks, and time series classifiers to enhance accuracy.

Furthermore, the method includes detecting incoming calls from customers at the call center, retrieving digital breadcrumbs from user data stored in an enterprise data warehouse (EDW) database, and selecting the call driver with the highest probability value as the predicted call driver. The computer system described in the patent includes a processor executing computer-executable instructions to carry out the method, ensuring efficient and accurate prediction of call drivers based on customer digital footprints. The system also allows for the reception of customer indications to further refine the selection process, making it a comprehensive solution for call center optimization and customer service enhancement.

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GlobalData, the leading provider of industry intelligence, provided the underlying data, research, and analysis used to produce this article.

GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.