System and method for artificial intelligence routing of customer service interactions

Patent metadata

Field	Value
Publication number	US-10699703-B2
Application number	US-201815925529-A
Country	US
Kind code	B2
Filing date	Mar 19, 2018
Priority date	Mar 19, 2018
Publication date	Jun 30, 2020
Grant date	Jun 30, 2020

Abstract

Aspects of the subject disclosure may include an artificial intelligence method of routing customer service interactions which begins with an analysis of a body of historical interactions with customers. By monitoring an interaction between a user and an agent, the user's issue may be determined and a potential resolution resource may be identified. By monitoring an exchange between the user and the resource, the analysis may be updated. Other embodiments are disclosed.

First claim

What is claimed is:

1. A method comprising:
creating, by a processing system comprising a processor, an analysis of a plurality of historical interactions with a plurality of users of a plurality of different communication services provided by a service provider, the analysis including retrieving the plurality of historical interactions with the plurality of users, extracting a plurality of historical key phrases from the plurality of historical interactions, identifying a plurality of historical issues from the plurality of historical interactions, associating the historical key phrases with related ones of the historical issues, identifying a plurality of historical resolution resources involved in resolving the historical issues, and associating historical resolution resources with related ones of the historical issues;
receiving, by the processing system, an indication of one or more issues from a device of a user;
establishing, by the processing system, an interaction between the user and an agent;
extracting, by the processing system, one or more potential key phrases from the indication and the interaction between the user and the agent;
identifying, by the processing system, one or more matching key phrases, by comparing the potential key phrases with the historical key phrases, wherein the one or more matching key phrases comprise one or more historical key phrases that match the one or more potential key phrases;
identifying, by the processing system, one or more potential issues as one or more historical issues associated with the one or more historical key phrases that match the one or more potential key phrases;
creating, by the processing system, one or more identified issues by refining the one or more potential issues according to a relationship with the user, wherein the relationship includes both prior communications with the user and account information of the user, wherein the refining comprises excluding first potential historical key phrases and including second potential historical key phrases based on services subscribed to by the user of a plurality of available services of the service provider, and adding potential issues to or excluding potential issues from the one or more identified issues based on the excluding the first potential historical key phrases and the including the second potential historical key phrases;
creating, by the processing system, a pool comprising the historical resolution resources associated with the historical issues most closely matching the one or more identified issues;
selecting, by the processing system, a potential resolution resource from the pool based on the relationship with the user;
suggesting, by the processing system, the potential resolution resource to the agent interacting with the user;
monitoring, by the processing system, the interaction between the user and the agent;
thereby updating the relationship with the user and discerning whether the agent resolved the issue;
requesting, by the processing system, an acceptance by the agent of the potential resolution resource;
in response to receiving the acceptance from the agent, facilitating, by the processing system, an exchange between the user and the potential resolution resource;
monitoring, by the processing system, the exchange between the user and the potential resolution resource; and
updating, by the processing system, the analysis based on the interaction between the user and the agent and the exchange between the user and the potential resolution resource.

2. The method of claim 1 , the analysis further including associating historical resolution resources with related ones of the historical key phrases.

3. The method of claim 1 , wherein the historical interactions are limited to interactions with the user.

4. The method of claim 1 , wherein the processing system is operated by the service provider and the historical interactions include interactions between representatives of the service provider and a plurality of customers of the service provider.

5. The method of claim 1 , further including updating the relationship with the user based on the interaction between the user and the agent and the exchange between the user and the potential resolution resource.

6. The method of claim 1 , further including discerning whether the potential resolution resource resolved the one or more identified issues based on the interaction between the user and the agent and the exchange between the user and the potential resolution resource.

7. The method of claim 1 , wherein the relationship with the user includes an identification of one or more services subscribed to by the user, wherein the extracting the one or more potential key phrases and the identifying one or more matching key phrases are accomplished utilizing one or more libraries of terms related to the one or more services subscribed to by the user, and wherein the extracting the one or more potential key phrases and the identifying one or more matching key phrases are accomplished ignoring one or more libraries of terms related to one or more services to which the user does not subscribe.

8. The method of claim 1 , wherein the agent is a live agent.

9. The method of claim 1 , wherein the agent is an automated agent.

10. The method of claim 1 , wherein the potential resolution resource is a live agent.

11. The method of claim 1 , wherein the potential resolution resource is an automated agent.

12. A non-transitory machine-readable storage medium, comprising executable instructions that, when executed by a processor, facilitate performance of operations, comprising:
obtaining an analysis of a plurality of historical interactions with a plurality of users, the analysis including extracting a plurality of historical key phrases from the plurality of historical interactions, identifying a plurality of historical issues from the plurality of historical interactions, associating the historical key phrases with related ones of the historical issues, identifying a plurality of historical resolution resources involved in resolving the historical issues, and associating historical resolution resources with related ones of the historical issues;
monitoring an interaction between a device of a user and a live agent, thereby obtaining an indication of one or more user issues;
identifying one or more potential key phrases from the interaction between the user and the live agent;
determining one or more matching key phrases, by comparing the potential key phrases with the historical key phrases, wherein the one or more matching key phrases comprise one or more historical key phrases that match the one or more potential key phrases;
determining one or more potential issues as one or more historical issues associated with the one or more historical key phrases that match the one or more potential key phrases;
identifying a user issue by refining the one or more potential issues according to a relationship with the user, wherein the relationship includes both prior communications with the user and account information of the user, wherein the refining comprises excluding first potential historical key phrases and including second potential historical key phrases based on services subscribed to by the user of a plurality of available services, and adding potential issues to or excluding potential issues from the one or more identified issues based on the excluding the first potential historical key phrases and the including the second potential historical key phrases;
selecting a potential resolution resource from the historical resolution resources associated with the historical issues based on the user i

Assignees

• At & T Ip I Lp

Inventors

• Green Don
• Gilbert Mazin E
• Kapilow David
• Mantione Kelley
• Krishna Sanjay
• Hsu Wen-Ling
• Brooks Cheryl
• Rath Christopher
• Xu Tan

Classifications

• G10L2015/223

  Execution procedure of a spoken command · CPC title

• H04M3/523

  with call distribution or queueing · CPC title

• H04M3/2281

  Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls · CPC title

• G10L2015/226

  using non-speech characteristics · CPC title

• G10L15/063

  Training · CPC title