Systems and methods for routing callers to an agent in a contact center

Patent metadata

Field	Value
Publication number	US-10135987-B1
Application number	US-201615010319-A
Country	US
Kind code	B1
Filing date	Jan 29, 2016
Priority date	Jan 28, 2008
Publication date	Nov 20, 2018
Grant date	Nov 20, 2018

Abstract

Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade.

First claim

The invention claimed is:

1. A method for routing contacts to agents in a contact center system, the method comprising:
determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, agent data comprising service skill data, demographic data, or psychographic data for an agent;
determining, by the at least one computer processor, contact data comprising service skill requirement data, demographic data, or psychographic data for each of a plurality of contacts;
matching, by the at least one computer processor, by comparing via a pattern matching algorithm, at least one contact of the plurality of contacts to the agent based on the agent data and the contact data and based at least in part on increasing a chance of revenue generation;
changing, by the at least one computer processor, a connection priority of the at least one contact relative to a remainder of the plurality of contacts to further increase the chance of revenue generation; and
outputting, by the at least one computer processor, the changed connection priority to facilitate connection of one of the plurality of contacts to the agent in the contact center system to realize a revenue gain for the contact center system attributable to the changed connection priority.

2. The method of claim 1 , wherein the agent data comprises demographic data, and wherein the demographic data of the agent comprises at least one of gender, race, age, education, accent, income, nationality, ethnicity, area code, zip code, marital status, job status, or credit score.

3. The method of claim 1 , wherein the contact data comprises demographic data, and the demographic data comprises one of gender, race, age, education, accent, income, nationality, ethnicity, area code, zip code, marital status, job status, or credit score.

4. The method of claim 1 , wherein the pattern matching algorithm comprises an adaptive correlation algorithm.

5. The method of claim 1 , further comprising:
training, by the at least one computer processor, the pattern matching algorithm by correlating the chance of revenue generation against the agent data and the contact data,
wherein the agent data and the contact data is determined from at least one historical interaction between a contact and an agent.

6. The method of claim 1 , wherein the plurality of contacts comprises a queue of callers.

7. The method of claim 6 , wherein the queue of callers is ordered chronologically.

8. A system for routing contacts to agents in a contact center system comprising:
at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
determine agent data comprising service skill data, demographic data, or psychographic data for an agent;
determine contact data comprising service skill requirement data, demographic data, or psychographic data for each of a plurality of contacts;
match, by comparing via a pattern matching algorithm, at least one contact of the plurality of contacts to the agent based on the agent data and the contact data and based at least in part on increasing a chance of revenue generation;
change a connection priority of the one contact relative to a remainder of the plurality of contacts to further increase the chance of revenue generation; and
output the changed connection priority to facilitate connection of one of the plurality of contacts to the agent in the contact center system to realize a revenue gain for the contact center system attributable to the changed connection priority.

9. The system of claim 8 , wherein the agent data comprises demographic data, and the demographic data comprises one of gender, race, age, education, accent, income, nationality, ethnicity, area code, zip code, marital status, job status, or credit score.

10. The system of claim 8 , wherein the contact data comprises demographic data, and the demographic data comprises one of gender, race, age, education, accent, income, nationality, ethnicity, area code, zip code, marital status, job status, or credit score.

11. The system of claim 8 , wherein the pattern matching algorithm comprises an adaptive correlation algorithm.

12. The system of claim 8 , wherein the at least one processor is further configured to:
train the pattern matching algorithm by correlating the chance of revenue generation against the agent data and the contact data,
wherein the agent data and the contact data is determined from at least one historical contact between a contact and an agent.

13. The system of claim 8 , wherein the set of contacts comprises a queue of callers.

14. The system of claim 13 , wherein the queue of callers is ordered chronologically.

15. An article of manufacture for routing contacts to agents in a contact center system comprising:
a non-transitory processor readable medium; and
instructions stored on the medium;
wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:
determine agent data comprising service skill data, demographic data, or psychographic data for an agent;
determine contact data comprising service skill requirement data, demographic data, or psychographic data for each of a plurality of contacts;
match, by comparing via a pattern matching algorithm, at least one contact of the plurality of contacts to the agent based on the agent data and the contact data and based at least in part on increasing a chance of revenue generation;
change a connection priority of the one contact relative to a remainder of the plurality of contacts to further increase the chance of revenue generation; and
output the changed connection priority to facilitate connection of one of the plurality of contacts to the agent in the contact center system to realize a revenue gain for the contact center system attributable to the changed connection priority.

16. The article of manufacture of claim 15 , wherein the agent data comprises demographic data, and the demographic data comprises one of gender, race, age, education, accent, income, nationality, ethnicity, area code, zip code, marital status, job status, or credit score.

17. The article of manufacture of claim 15 , wherein the contact data comprises demographic data, and the demographic data comprises one of gender, race, age, education, accent, income, nationality, ethnicity, area code, zip code, marital status, job status, or credit score.

18. The article of manufacture of claim 15 , wherein the pattern matching algorithm comprises an adaptive correlation algorithm.

19. The article of manufacture of claim 15 , wherein the at least one processor is further configured to:
train the pattern matching algorithm by correlating the chance of revenue generation against the agent data and the contact data,
wherein the agent data and the contact data is determined from at least one historical contact between a contact and an agent.

20. The article of manufacture of claim 15 , wherein the set of contacts comprises a queue of callers.

Assignees

• Afiniti Europe Tech Ltd

Inventors

• Chishti Zia
• Spottiswoode Stuart J
• Jones Christopher W

Classifications

• H04M3/5238

  with waiting time or load prediction arrangements · CPC title

• H04M3/5158

  in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26) · CPC title

• H04M3/5236

  Sequential or circular distribution · CPC title

• H04M2201/16

  Sequence circuits · CPC title

• H04M2201/18

  Comparators · CPC title