Methods and systems of providing response based on communication session participant request urgency

Patent metadata

Field	Value
Publication number	US-11856141-B2
Application number	US-202117543146-A
Country	US
Kind code	B2
Filing date	Dec 6, 2021
Priority date	Dec 6, 2021
Publication date	Dec 26, 2023
Grant date	Dec 26, 2023

Abstract

Systems and methods include generating an urgency score associated with data associated with a communication session based on processing the data and using the urgency score to modify a behavior of a bot or a call center agent and optimize a contact center. Systems and methods include modifying behavior of a bot or an agent during the communication session in response to the data. Systems and methods include modifying dialog of a bot, or a script of an agent, and modifying a control flow for the communication session. Optimizing a contact center includes adjusting a workload of an agent associated with the communication session.

First claim

What is claimed is:

1. A method for handling a communication, the method comprising:
processing, during a communication session, data associated with the communication session;
generating, during the communication session, an urgency score for the communication session based on the processing of the data; and
based on the urgency score, one or more of escalating the communication session, adjusting workload of a first agent participating in the communication session, and transferring the communication session to a second agent.

2. The method of claim 1 , further comprising generating a script associated with one or more of the first agent and the second agent based at least in part on the urgency score.

3. The method of claim 1 , further comprising, prior to transferring the communication session to the second agent, displaying an indication of the urgency score on a display associated with the second agent.

4. The method of claim 1 , wherein the urgency score is generated based in part on one or more prior communication sessions associated with a caller associated with the communication session.

5. The method of claim 4 , wherein the urgency score is generated based at least in part on a baseline urgency score associated with the caller.

6. The method of claim 5 , wherein the baseline urgency score associated with the caller is based on the one or more prior communication sessions associated with the caller.

7. The method of claim 1 , wherein a caller is associated with the communication session, wherein the urgency score is generated based at least in part on one or more prior communication sessions associated with callers other than the caller associated with the communication session.

8. The method of claim 7 , further comprising identifying the callers other than the caller associated with the communication session based on one or more attributes of the caller.

9. The method of claim 7 , wherein the urgency score is generated based at least in part on a baseline urgency score associated with the callers other than the caller associated with the communication session.

10. The method of claim 9 , wherein the baseline urgency score associated with the callers other than the caller is based on the one or more prior communication sessions associated with the callers other than the caller associated with the communication session.

11. The method of claim 1 , wherein the urgency score is generated based on one or more of words used by a caller during the communication session, a tone of a voice of the caller during the communication session, and a problem described by the caller during the communication session.

12. The method of claim 1 further comprising generating an urgency bias associated with a caller associated with the communication session.

13. The method of claim 12 , wherein the urgency bias is based on prior communication sessions associated with the caller.

14. A user device comprising:
a processor; and
a computer-readable storage medium storing computer-readable instructions which, when executed by the processor, cause the processor to execute a method, the method comprising:
processing, during a communication session, data associated with the communication session;
generating, during the communication session, an urgency score for the communication session based on the processing of the data; and
based on the urgency score, one or more of escalating the communication session, adjusting workload of a first agent participating in the communication session, and transferring the communication session to a second agent.

15. A computer program product comprising:
a non-transitory computer-readable storage medium having computer-readable program code embodied therewith, the computer-readable program code configured, when executed by a processor, to execute a method, the method comprising:
processing, during a communication session, data associated with the communication session;
generating, during the communication session, an urgency score for the communication session based on the processing of the data; and
based on the urgency score, one or more of escalating the communication session, adjusting workload of a first agent participating in the communication session, and transferring the communication session to a second agent.

16. The user device of claim 14 , wherein the method further comprises generating a script associated with one or more of the first agent and the second agent based at least in part on the urgency score.

17. The user device of claim 14 , wherein the method further comprises, prior to transferring the communication session to the second agent, displaying an indication of the urgency score on a display associated with the second agent.

18. The user device of claim 14 , wherein the urgency score is generated based in part on one or more prior communication sessions associated with a caller associated with the communication session.

19. The user device of claim 18 , wherein the urgency score is generated based at least in part on a baseline urgency score associated with the caller.

20. The user device of claim 19 , wherein the baseline urgency score associated with the caller is based on the one or more prior communication sessions associated with the caller.

Assignees

• Avaya Man Lp

Inventors

• Klemm Reinhard P
• Erhart George
• Smahajcsik-Szabo Tamas
• Huber Oliver
• Ju Wen-Hua
• Young John

Classifications

• H04M3/5166 Primary

  in combination with interactive voice response systems or voice portals, e.g. as front-ends · CPC title

• H04L51/02 Primary

  using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M2203/402

  Agent or workforce management · CPC title