METHOD AND APPARATUS FOR INCIDENT IDENTIFICATION AND PREDICTION BASED UPON USER BEHAVIOR AND PROVIDER TOPOLOGY
Embodiments of the innovation relate to, in a contact center apparatus, a method for identifying an incident associated with a service provided by a service provider. The method comprises: receiving real-time data from a data source, the real-time data identifying a reported incident associated with...
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| creator | Cooper, Robert S Razin, Sergey A |
| description | Embodiments of the innovation relate to, in a contact center apparatus, a method for identifying an incident associated with a service provided by a service provider. The method comprises: receiving real-time data from a data source, the real-time data identifying a reported incident associated with a service; applying the real-time data to an incident recognition model, the incident recognition model configured to identify a state of the service provided by the service provider; in response to applying the real-time data to an incident recognition model, identifying one of an absence of a service incident and a presence of a service incident associated with the service provider; and in response to identifying the presence of the service incident, outputting an incident notification to a contact center agent device. |
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| subjects | 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 TELEPHONIC COMMUNICATION |
| title | METHOD AND APPARATUS FOR INCIDENT IDENTIFICATION AND PREDICTION BASED UPON USER BEHAVIOR AND PROVIDER TOPOLOGY |
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