Methods and systems of providing response based on communication session participant request urgency

Systems and methods include generating an urgency score associated with data associated with a communication session based on processing the data and using the urgency score to modify a behavior of a bot or a call center agent and optimize a contact center. Systems and methods include modifying beha...

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Bibliographische Detailangaben
Hauptverfasser:	Erhart, George, Smahajcsik-Szabo, Tamas, Huber, Oliver, Young, John, Klemm, Reinhard P, Ju, Wen-Hua
Format:	Patent
Sprache:	eng
Schlagworte:	ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY TELEPHONIC COMMUNICATION TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:	Systems and methods include generating an urgency score associated with data associated with a communication session based on processing the data and using the urgency score to modify a behavior of a bot or a call center agent and optimize a contact center. Systems and methods include modifying behavior of a bot or an agent during the communication session in response to the data. Systems and methods include modifying dialog of a bot, or a script of an agent, and modifying a control flow for the communication session. Optimizing a contact center includes adjusting a workload of an agent associated with the communication session.