System and method for customer experience management

Patent metadata

Field	Value
Publication number	US-10135982-B2
Application number	US-201715714913-A
Country	US
Kind code	B2
Filing date	Sep 25, 2017
Priority date	Dec 26, 2013
Publication date	Nov 20, 2018
Grant date	Nov 20, 2018

Abstract

A system and method for managing a customer's experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.

First claim

The invention claimed is:

1. A method for managing an interaction for a contact center, the method comprising:
identifying, by a processor, an intent for an interaction between a customer and the contact center;
identifying, by the processor, a goal related to the intent;
determining, by the processor, a value indicative of contact center performance in achieving the goal;
identifying a performance gap relative to the goal based on the determination, wherein the performance gap is indicative of the contact center over-performing or under-performing relative to the goal;
determining, by the processor, performance of contact center targets in handling the intent, wherein the performance of each of the contact center targets is depicted via a corresponding performance score;
calculating a minimum performance score based on the identified performance gap;
identifying, by the processor, a particular target selected from the contact center targets with the corresponding performance score satisfying the minimum performance score; and
delivering, by an electronic switch coupled to the processor, the interaction to the particular target.

2. The method of claim 1 , wherein the determining the performance of the contact center targets includes:
identifying, by the processor, first and second contact center metrics identified as being correlated to each other; and
wherein the calculating, by the processor, a performance score for each of the plurality of contact center targets is based on historical performance of the corresponding target for the intent in regards to the first and second contact center metrics.

3. A method for managing an interaction for a contact center, the method comprising:
identifying, by a processor, first and second type of intents for an interaction between a customer and the contact center, wherein the first type of intent is provided by the customer, and the second type of intent is derived by the processor based on data accumulated on the customer;
identifying, by the processor, first and second goals related to respectively the first and second types of intents;
determining, by the processor, first and second values indicative of contact center performance in achieving respectively the first and second goals;
identifying first and second performance gaps relative to the first and second goals based on the determination, wherein the performance gaps are indicative of the contact center over-performing or under-performing relative to the goal;
determining, by the processor, performance of a plurality of first contact center targets and performance of a plurality of second contact center targets in handling respectively the first and second types of intents, wherein the performance of each of the contact center targets for each of the first and second types of intents is depicted via a corresponding performance score;
calculating a minimum performance score based on the identified performance gap;
identifying, by the processor, a particular target selected from the plurality of first and second contact center targets with the corresponding performance score satisfying the minimum performance score;
delivering, by an electronic switch coupled to the processor, the interaction to the particular target; and
prompting, by the processor, the particular target to address both the first and second types of intents during the interaction.

4. The method of claim 3 , wherein the first type of intent identifies a reason for the customer initiating the interaction.

5. The method of claim 3 , wherein the second type of intent is related to an opportunity for the contact center in achieving the second goal.

6. The method of claim 3 , wherein the first or second goal relates to at least one of revenue or customer experience.

7. The method of claim 3 , wherein the determining the performance of the plurality of first contact center targets and the performance of the plurality of second contact center targets further includes:
identifying, by the processor, first and second contact center metrics identified as being correlated to each other;
calculating, by the processor, the corresponding performance score for each of the plurality of first contact center targets, wherein the calculating is based on historical performance of the corresponding first contact center target for the first type of intent in regards to the first and second contact center metrics; and
calculating, by the processor, the corresponding performance score for each of the plurality of second contact center targets, wherein the calculating is based on historical performance of the corresponding second contact center target for the second type of intent in regards to the first and second contact center metrics.

8. The method of claim 3 , wherein the minimum performance score is based on interactions forecasted for the first type of intent.

9. The method of claim 3 , further comprising determining availability of the particular target, wherein the determining the availability of the particular target includes:
determining, by the processor, first and second customer patience measures relating respectively to the first and second type of intents; and
determining, by the processor, whether the interaction may be delivered to the particular target within limits of the first and second customer patience measures, wherein the processor delivers the interaction to the particular target in response to determining that the interaction may be delivered within the limits of the first and second customer patience measures.

10. The method of claim 9 , wherein the second customer patience measure is shorter than the first customer patience measure.

11. The method of claim 3 , wherein the identifying the second type of intent includes:
identifying, by the processor, a plurality of implied intents for the customer associated with one or more contact center business goals;
prioritizing, by the processor, the plurality of implied intents; and
selecting, by the processor, one of the plurality of implied intents based on the prioritizing.

12. The method of claim 11 , wherein the implied intents are prioritized based on contact center performance in achieving the one or more contact center business goals.

13. The method of claim 3 , wherein the each of the first and second contact center targets is a group of agents.

14. A system for managing an interaction for a contact center, the method comprising:
a processor; and
a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
identify first and second type of intents for an interaction between a customer and the contact center, wherein the first type of intent is provided by the customer, and the second type of intent is derived by the processor based on data accumulated on the customer;
identify first and second goals related to respectively the first and second types of intents;
determine first and second values indicative of contact center performance in achieving respectively the first and second contact center business goals, and identify first and second performance gaps relative to the first and second goals based on the determination;
determine performance of a plurality of first contact center targets and performance a plurality of second contact center targets in handling respectively the first and second types of intents, wherein the performance of each of the contact center targets for each of the first and second types of intents is depicted via a corresponding performance score;
calculating a minimum performance score based on the identif

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Surridge Matthew J
• Verrall Andrew T C
• Smith Cameron David
• Hedges Gregory J
• Te Booij Merijn

Classifications

• G06Q10/063112 Primary

  Skill-based matching of a person or a group to a task · CPC title

• H04M2203/401

  Performance feedback · CPC title

• H04M3/5233

  Operator skill based call distribution · CPC title

• G06Q30/0281

  Customer communication at a business location, e.g. providing product or service information, consulting · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title