Tag-based performance framework for contact center

Patent metadata

Field	Value
Publication number	US-10839322-B2
Application number	US-201715796542-A
Country	US
Kind code	B2
Filing date	Oct 27, 2017
Priority date	Feb 27, 2014
Publication date	Nov 17, 2020
Grant date	Nov 17, 2020

Abstract

An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

First claim

What is claimed is:

1. An apparatus comprising:
a processor; and
a memory, the memory storing instructions that when executed by the processor cause the processor to:
identify an interaction;
identify a keyword from machine-readable text;
identify a contact center resource based on the identified keyword;
update a first group of keywords associated with the contact center resource based on the identified keyword;
based on analysis of the keyword associated with the contact center resource, select the contact center resource pursuant to a frequency of the keyword being associated with the contact center resource;
route the interaction to the selected contact center resource so to establish communication with the contact center resource;
monitor the selecting of the contact center resource and the routing of the interaction and report results in response; and
update a second group of keywords according to analysis of the results.

2. The apparatus of claim 1 , wherein the second group of keywords is associated with a contact center client or second contact center resource.

3. The apparatus of claim 1 wherein the text is derived from a communication session between a client and the contact center resource, wherein the instructions further cause the processor to:
tag the communication session based on the identified keyword.

4. The apparatus of claim 1 wherein the text further includes text associated with a communication session between the contact center resource and a supervisor of the contact center.

5. The apparatus of claim 1 wherein the text is converted from an audio recording.

6. The apparatus of claim 1 wherein the contact center resource is a contact center agent, contact center product, or contact center service.

7. The apparatus of claim 1 , wherein the instructions further cause the processor to:
search to discover entities based on the identified keyword.

8. An apparatus comprising:
a processor; and
a memory, the memory storing instructions that when executed by the processor cause the processor to:
identify an interaction;
identify a keyword from machine-readable text;
identify a contact center resource based on the identified keyword;
update a first group of keywords associated with the contact center resource based on the identified keyword;
based on analysis of the keyword associated with the contact center resource, inferring relationships between certain entities pursuant to similarity evidenced through comparing associated keywords attributed to those entities; and
routing the interaction to the contact center resource so to establish communication with the contact center resource.

9. The apparatus of claim 8 , wherein the keyword reflects a skill possessed by a contact center agent.

10. The apparatus of claim 8 , wherein the instructions further cause the processor to provide search engine functionality to discover problem interactions based on the keyword.

11. The apparatus of claim 8 , wherein the keyword reflects sentiment or mood of a contact center client or contact center agent.

12. The apparatus of claim 8 , wherein the instructions further cause the processor to infer an interaction topic based on historical record of frequency of use of the keywords relative to those topics.

13. A method comprising:
identifying, by a processor, an interaction;
identifying, by the processor, a keyword from machine-readable text;
identifying, by the processor, a contact center resource based on the identified keyword;
updating, by the processor, a first group of keywords associated with the contact center resource based on the identified keyword;
selecting, by the processor, based on analysis of the keyword associated with the contact center resource, the contact center resource pursuant to a frequency of the keyword being associated with the contact center resource;
routing the interaction to the selected contact center resource so to establish communication with the contact center resource;
monitoring, by the processor, the selecting of the contact center resource and the routing of the interaction and reporting results in response; and
updating, by the processor, a second group of keywords according to analysis of the results.

14. The method of claim 13 , wherein the second group of keywords is associated with a contact center client or second contact center resource.

15. The method of claim 13 , wherein the text is derived from a communication session between a client and the contact center resource, the method further comprising:
tagging the communication session based on the identified keyword.

16. The method of claim 13 , wherein the text further includes text associated with a communication session between the contact center resource and a supervisor of the contact center.

17. The method of claim 13 , wherein the text is converted from an audio recording.

18. The method of claim 13 , wherein the contact center resource is a contact center agent, contact center product, or contact center service.

19. The method of claim 13 , wherein the keyword reflects a skill possessed by a contact center agent.

20. The method of claim 13 , wherein the keyword reflects sentiment or mood of a contact center client or contact center agent.

Assignees

• Genesys Telecommunications Laboratories Inc
• Nokia America Corp

Inventors

• Pattabhiraman Ramesh V
• Ryabchun Andriy Vladimirovich
• Chauhan Geeta
• Eisner Josef Eric

Classifications

• G06Q10/10 Primary

  Office automation; Time management · CPC title

• G06Q10/063116

  Schedule adjustment for a person or group · CPC title

• G06Q10/06 Primary

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