System and method for predictive routing based on a customer journey patience

Patent metadata

Field	Value
Publication number	US-10419614-B2
Application number	US-201815865167-A
Country	US
Kind code	B2
Filing date	Jan 8, 2018
Priority date	Aug 30, 2016
Publication date	Sep 17, 2019
Grant date	Sep 17, 2019

Abstract

A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.

First claim

The invention claimed is:

1. A system for processing interactions for a customer contact center, the system comprising:
a first electronic device associated with the contact center;
a second electronic device associated with the contact center;
a router to route interactions for establishing interaction sessions between customer end user devices and contact center resources including the first electronic device and the second electronic device;
a processor coupled to the first and second electronic devices; and
a memory, where the memory stores instructions, which when executed by the processor, causes the processor to:
identify a journey embarked by a customer, the journey being defined by a series of preset journey stages, the series of preset journey stages including a start stage and an end stage;
identify a first journey stage of the series of preset journey stages;
in response to identifying the first journey stage, transmit a first electronic signal to invoke a first interaction session between an end user device of the customer and the first electronic device associated with the contact center;
process historical information of other journeys monitored for the contact center;
determine, based on the historical information, a journey patience value for the customer for the first journey stage;
automatically select a second journey stage of the series of preset journey stages in response to determining that the journey patience value is a first value;
automatically select a third journey stage of the series of preset journey stages in response to determining that the journey patience value is a second value different from the first value; and
in response to the selected second or third journey stage, transmit a second electronic signal to establish a second interaction session between the end user device of the customer and the second electronic device associated with the contact center.

2. The system of claim 1 , wherein the first interaction session or the second interaction session is a call of the customer, wherein the first or second electronic signal causes the processor to route the call to respectively the first or second electronic device associated with the contact center.

3. The system of claim 1 , wherein the first interaction session or the second interaction session in sending of an email, wherein the first or second electronic signal causes the processor to send the email to the customer.

4. The system of claim 1 , where the first journey stage includes a history of positive and negative outcomes with the customer.

5. The system of claim 1 , wherein the instructions further cause the processor to automatically select the second or third journey stage based on available resources at the contact center.

6. The system of claim 1 , wherein the instructions further cause the processor to automatically select the second or third journey stage based on a wait time of resources at the contact center.

7. The system of claim 1 , wherein the instructions further cause the processor to provide the customer options to communicate with the contact center over different medias or channels based on the journey patience value.

8. The system of claim 1 , wherein the instructions further cause the processor to determine a frequency of updates to the customer based on the journey patience value.

9. The system of claim 1 , wherein the determined patience level is based on similar journeys of other customers.

10. The system of claim 1 , wherein the instructions further cause the processor to provide an alert to an agent station in response to the determined journey patience value going beyond a threshold.

11. The system of claim 1 , wherein the instructions further cause the processor to automatically select the second or third journey stage based on an attrition rate.

12. The system of claim 1 , wherein the transmitting of the first electronic signal or the second electronic signal is for proactively initiating contact with the customer over a communication medium.

13. A method for processing interactions for a customer contact center, the method comprising:
identifying, by a processor, a journey embarked by a customer, the journey being defined by a series of preset journey stages, the series of preset journey stages including a start stage and an end stage;
identifying, by the processor, a first journey stage of the series of preset journey stages;
in response to identifying the first journey stage, transmitting a first electronic signal to invoke a first interaction session between an end user device of the customer and a first electronic device associated with the contact center;
processing, by the processor, historical information of other journeys monitored for the contact center;
determining, by the processor, based on the historical information, journey patience value for the customer for the first journey stage;
automatically selecting, by the processor, a second journey stage of the series of preset journey stages in response to determining that the journey patience value is a first value;
automatically selecting, by the processor, a third journey stage of the series of preset journey stages in response to determining that the journey patience value is a second value different from the first value; and
in response to the selected second or third journey stage, transmitting, by the processor, a second electronic signal to establish a second interaction session between the end user device of the customer and the second electronic device associated with the contact center.

14. The method of claim 13 , further comprising determining the journey patience value based on a journey stage occurring in parallel to the first journey stage.

15. The method of claim 13 , wherein the automatically selecting of the second or third journey stage is based on available resources at agent stations.

16. The method of claim 13 , wherein the automatically selecting of the second or third journey stage is based on a wait time of agent stations.

17. The method of claim 13 , further comprising providing the customer options to communicate with the contact center over different medias or channels based on the journey patience value.

18. The method of claim 13 , further comprising determining a frequency of updates to the customer based on the journey patience value.

19. The method of claim 13 , further comprising providing an alert to an agent station in response to the determined journey patience value going beyond a threshold.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Modi Hardik
• Korolev Nikolay
• Ristock Herbert Willi Artur
• Mcgann Conor
• Karas Jeffery
• Provan Graeme

Classifications

• H04M3/5232 Primary

  Call distribution algorithms · CPC title

• H04M2203/408

  Customer-specific call routing plans · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title