PTO – Contact Center

The U.S. Patent and Trademark Office (PTO) Contact Center (UCC) is the frontline customer service center for the U.S. Patent and Trademark Office and responds to an average of 160,000 public inquiries annually seeking information on a variety of USPTO programs and services. ZAI customer service representatives (CSRs) answered questions received by phone or voicemail, email, and postal mail. Performing to stringent metrics, CSRs provided information on patents, trademarks, publications, and USPTO products and services using a knowledgebase of pre-approved responses.