Techniques for pairing contacts and agents in a contact center system

Patent metadata

Field	Value
Publication number	US-10757261-B1
Application number	US-201916538288-A
Country	US
Kind code	B1
Filing date	Aug 12, 2019
Priority date	Aug 12, 2019
Publication date	Aug 25, 2020
Grant date	Aug 25, 2020

Abstract

Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.

First claim

The invention claimed is:

1. A method for pairing contacts and agents in a contact center system comprising:
assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact from a queue of contacts that is not at a head of the queue to an agent based on information associated with a prior interaction of the contact with the contact center system,
wherein the assigning results in a less favorable outcome for the contact assigned to the agent compared to assigning a contact from the queue of contacts that is at the head of the queue, but wherein the assigning of the contact from the queue of contacts that is not at the head of the queue results in an increase in an overall performance of the contact center system.

2. The method of claim 1 , wherein the information includes an amount of time that has elapsed since the prior interaction.

3. The method of claim 1 , wherein the information includes an amount of time that elapsed between the prior interaction and an interaction of the contact with the contact center system that precedes the prior interaction.

4. The method of claim 1 , wherein the information includes a time duration of the prior interaction.

5. The method of claim 1 , wherein the information includes an average time duration of the prior interaction and one or more interactions of the contact with the contact center system that precede the prior interaction.

6. The method of claim 1 , wherein the information includes one or more outcomes from the prior interaction.

7. The method of claim 1 , wherein the information includes a most common outcome from among the prior interaction and one or more interactions of the contact with the contact center system that precede the prior interaction.

8. The method of claim 1 , wherein the information includes at least one of a type, a purpose, a context, and a queue of the prior interaction.

9. The method of claim 1 , wherein the information includes at least one of a most common type, a most common purpose, a most common context, and a most common queue among the prior interaction and one or more interactions of the contact with the contact center system that precede the prior interaction.

10. A method for pairing contacts and agents in a contact center system comprising:
determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, whether a contact had a prior interaction with the contact center system; and
assigning, by the at least one computer processor, the contact from a queue of contacts that is not at a head of the queue to an agent based on information associated with the prior interaction,
wherein the assigning results in a less favorable outcome for the contact assigned to the agent compared to assigning a contact from the queue of contacts that is at the head of the queue, but wherein the assigning of the contact from the queue of contacts that is not at the head of the queue results in an increase in an overall performance of the contact center system.

11. A system for behavioral pairing 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:
assign a contact from a queue of contacts that is not at a head of the queue to an agent based on information associated with a prior interaction of the contact with the contact center system,
wherein assigning the contact to the agent results in a less favorable outcome for the contact assigned to the agent compared to assigning a contact from the queue of contacts that is at the head of the queue, but wherein the assigning of the contact from the queue of contacts that is not at the head of the queue results in an increase in an overall performance of the contact center system.

12. The system of claim 11 , wherein the information includes an amount of time that has elapsed since the prior interaction.

13. The system of claim 11 , wherein the information includes an amount of time that elapsed between the prior interaction and an interaction of the contact with the contact center system that precedes the prior interaction.

14. The system of claim 11 , wherein the information includes a time duration of the prior interaction.

15. The system of claim 11 , wherein the information includes an average time duration of the prior interaction and one or more interactions of the contact with the contact center system that precede the prior interaction.

16. The system of claim 11 , wherein the information includes one or more outcomes from the prior interaction.

17. The system of claim 11 , wherein the information includes a most common outcome from among the prior interaction and one or more interactions of the contact with the contact center system that precede the prior interaction.

18. The system of claim 11 , wherein the information includes at least one of a type, a purpose, a context, and a queue of the prior interaction.

19. The system of claim 11 , wherein the information includes at least one of a most common type, a most common purpose, a most common context, and a most common queue among the prior interaction and one or more interactions of the contact with the contact center system that precede the prior interaction.

20. An article of manufacture for behavioral pairing 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:
assign a contact from a queue of contacts that is not at a head of the queue to an agent based on information associated with a prior interaction of the contact with the contact center system,
wherein assigning the contact to the agent results in a less favorable outcome for the contact assigned to the agent compared to assigning a contact from the queue of contacts that is at the head of the queue, but wherein the assigning of the contact from the queue of contacts that is not at the head of the queue results in an increase in an overall performance of the contact center system.

21. The article of manufacture of claim 20 , wherein the information includes an amount of time that has elapsed since the prior interaction.

22. The article of manufacture of claim 20 , wherein the information includes an amount of time that elapsed between the prior interaction and an interaction of the contact with the contact center system that precedes the prior interaction.

23. The article of manufacture of claim 20 , wherein the information includes a time duration of the prior interaction.

24. The article of manufacture of claim 20 , wherein the information includes an average time duration of the prior interaction and one or more interactions of the contact with the contact center system that precede the prior interaction.

25. The article of manufacture of claim 20 , wherein the information includes one or more outcomes from the prior interaction.

26. The article of manufacture of claim 20 , wherein the information includes a most common outcome from amon

Assignees

• Afiniti Ltd

Inventors

• Khatri Vikash

Classifications

• H04M3/5232 Primary

  Call distribution algorithms · CPC title

• G06Q10/06 Primary

  Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling · CPC title

• G06Q10/00

  Administration; Management · CPC title

• G06Q30/02

  Marketing; Price estimation or determination; Fundraising · CPC title