OPTIMIZED ROUTING OF INTERACTIONS TO CONTACT CENTER AGENTS BASED ON MACHINE LEARNING

OPTIMIZED ROUTING OF INTERACTIONS TO CONTACT CENTER AGENTS BASED ON MACHINE LEARNING

A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather...

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Bibliographische Detailangaben
Hauptverfasser: DUCLOS, GREGORY, ZHAKOV, VYACHESLAV, PELEMIS, DAMJAN, ARAVAMUDHAN, BHARATH, KONIG, YOCHAI, MCGANN, CONOR, RISTOCK, HERBERT WILLI ARTUR, MAKAGON, PETR
Format: Patent
Sprache:eng ; fre
Schlagworte:
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent. La présente invention concerne un système conçu pour acheminer des interactions vers des agents de centre d'appels. Plus particulièrement, le système est conçu pour identifier une interaction à acheminer, et pour identifier un groupe d'agents sur la base d'une ou de plusieurs contraintes en vue de générer un ou plusieurs agents candidats. Le système est également conçu pour recueillir des données de contexte relatives aux agents candidats. Le système est conçu pour estimer, pour chaque agent parmi les agents candidats, une valeur attendue devant être obtenue par acheminement de l'interaction vers l'agent. Le système est en outre conçu pour sélectionner un agent particulier parmi les agents candidats sur la base des estimations, et pour signaler un dispositif d'acheminement afin d'acheminer l'interaction vers ledit agent particulier.