Techniques for behavioral pairing in a task assignment system

Patent metadata

Field	Value
Publication number	US-11611659-B2
Application number	US-202117162133-A
Country	US
Kind code	B2
Filing date	Jan 29, 2021
Priority date	Feb 3, 2020
Publication date	Mar 21, 2023
Grant date	Mar 21, 2023

Abstract

Techniques for behavioral pairing in a task assignment system are described. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.

First claim

The invention claimed is:

1. A method for behavioral pairing in a task assignment system comprising:
obtaining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a behavioral pairing strategy;
determining, by the at least one computer processor, at least one constraint for the behavioral pairing strategy; and
applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.

2. The method of claim 1 , wherein the task assignment system is a contact center system.

3. The method of claim 1 , wherein determining the at least one behavioral pairing constraint comprises constraining a number of choices of pairing tasks to agents available to a behavioral pairing strategy.

4. The method of claim 1 , wherein determining the at least one behavioral pairing constraint comprises constraining a number of data fields, an amount of data, or a number or a type of data sources.

5. The method of claim 1 , wherein determining the at least one behavioral pairing constraint comprises constraining a frequency of behavioral pairing model updates.

6. The method of claim 1 , wherein determining the at least one behavioral pairing constraint comprises reducing a technical resource requirement.

7. The method of claim 6 , wherein the technical resource requirement is a hardware requirement.

8. The method of claim 6 , wherein the technical resource requirement is a network or a bandwidth requirement.

9. The method of claim 6 , wherein the technical resource requirement is a system installation, a configuration, or a maintenance requirement.

10. The method of claim 1 , further comprising:
receiving an adjustment to the at least one behavioral pairing constraint.

11. The method of claim 1 , further comprising:
estimating a performance rating or a performance gain of the task assignment system operating under the at least one behavioral pairing constraint or a change in performance resulting from adjusting the at least one behavioral pairing constraint.

12. The method of claim 1 , further comprising:
estimating a cost of the task assignment system operating under the at least one behavioral pairing constraint or a change in cost resulting from adjusting the at least one behavioral pairing constraint.

13. A system for behavioral pairing in a task assignment system comprising:
at least one computer processor communicatively coupled to and configured to operate in the task assignment system, wherein the at least one computer processor is further configured to:
obtain a behavioral pairing strategy;
determine at least one constraint for the behavioral pairing strategy; and
apply the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.

14. The system of claim 13 , wherein the task assignment system is a contact center system.

15. The system of claim 13 , wherein determining the at least one behavioral pairing constraint comprises constraining a number of choices of pairing tasks to agents available to a behavioral pairing strategy.

16. The system of claim 13 , wherein determining the at least one behavioral pairing constraint comprises constraining a number of data fields, an amount of data, or a number or a type of data sources.

17. The system of claim 13 , wherein determining the at least one behavioral pairing constraint comprises constraining a frequency of behavioral pairing model updates.

18. The system of claim 13 , wherein determining the at least one behavioral pairing constraint comprises reducing a technical resource requirement.

19. The system of claim 18 , wherein the technical resource requirement is a hardware requirement.

20. The system of claim 18 , wherein the technical resource requirement is a network or a bandwidth requirement.

21. The system of claim 18 , wherein the technical resource requirement is a system installation, a configuration, or a maintenance requirement.

22. The system of claim 13 , wherein the at least one computer processor is further configured to:
receive an adjustment to the at least one behavioral pairing constraint.

23. The system of claim 13 , wherein the at least one computer processor is further configured to:
estimate a performance rating or a performance gain of the task assignment system operating under the at least one behavioral pairing constraint or a change in performance resulting from adjusting the at least one behavioral pairing constraint.

24. The system of claim 13 , wherein the at least one computer processor is further configured to:
estimate a cost of the task assignment system operating under the at least one behavioral pairing constraint or a change in cost resulting from adjusting the at least one behavioral pairing constraint.

25. An article of manufacture for behavioral pairing in a task assignment 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 task assignment system and thereby cause the at least one computer processor to operate so as to:
obtain a behavioral pairing strategy;
determine at least one constraint for the behavioral pairing strategy; and
apply the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.

26. The article of manufacture of claim 25 , wherein the task assignment system is a contact center system.

27. The article of manufacture of claim 25 , wherein determining the at least one behavioral pairing constraint comprises constraining a number of choices of pairing tasks to agents available to a behavioral pairing strategy.

28. The article of manufacture of claim 25 , wherein determining the at least one behavioral pairing constraint comprises constraining a number of data fields, an amount of data, or a number or a type of data sources.

29. The article of manufacture of claim 25 , wherein determining the at least one behavioral pairing constraint comprises constraining a frequency of behavioral pairing model updates.

30. The article of manufacture of claim 25 , wherein determining the at least one behavioral pairing constraint comprises reducing a technical resource requirement.

31. The article of manufacture of claim 30 , wherein the technical resource requirement is a hardware requirement.

32. The article of manufacture of claim 30 , wherein the technical resource requirement is a network or a bandwidth requirement.

33. The article of manufacture of claim 30 , wherein the technical resource requirement is a system installation, a configuration, or a maintenance requirement.

34. The article of manufacture of claim 25 , wherein the at least one computer processor is further caused to operate so as to:
receive an adjustment to the at least one behavioral pairing constraint.

35. The article of manufacture of claim 25 , wherein the at least one computer processor

Assignees

• Afiniti Ltd

Inventors

• Khatri Vikash
• Chishti Zia
• Delker Jason

Classifications

• G06Q10/06393

  Score-carding, benchmarking or key performance indicator [KPI] analysis · CPC title

• G06Q10/0631 Primary

  Resource planning, allocation, distributing or scheduling for enterprises or organisations · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M3/5232 Primary

  Call distribution algorithms · CPC title