Techniques for behavioral pairing in a task assignment system

Patent metadata

Field	Value
Publication number	US-11936817-B2
Application number	US-202318112890-A
Country	US
Kind code	B2
Filing date	Feb 22, 2023
Priority date	Feb 3, 2020
Publication date	Mar 19, 2024
Grant date	Mar 19, 2024

Abstract

The present application is directed toward techniques for behavioral pairing in a task assignment system. 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 contact center system comprising:
obtaining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, historical contact-agent interaction data for the contact center system;
determining, by the at least one computer processor, a first behavioral pairing strategy for the contact center system based on the historical contact-agent interaction data, wherein the first behavioral pairing strategy comprises a first plurality of parameters;
determining, by the at least one computer processor, a technical resource requirement metric of the contact center system;
determining, by the at least one computer processor, a first modification to at least one of the first behavioral pairing strategy and the first plurality of parameters based on the technical resource requirement metric;
determining, by the at least one computer processor, a second behavioral pairing strategy for the contact center system based on the first behavioral pairing strategy and the first modification, wherein the second behavioral pairing strategy comprises a second plurality of parameters, and wherein a performance of the second behavioral pairing strategy is less than a performance of the first behavioral pairing strategy; and
applying, by the at least one computer processor, the second behavioral pairing strategy at the contact center system to determine contact-agent pairings.

2. The method of claim 1 , wherein a number of the first plurality of parameters is greater than a number of the second plurality of parameters.

3. The method of claim 1 , wherein obtaining the first modification comprises constraining a number of data fields, an amount of data, or a number or a type of data sources.

4. The method of claim 1 , wherein the technical resource requirement metric is based on at least one of: a hardware requirement, a network requirement, a bandwidth requirement, a system installation requirement, a system configuration requirement, and a system maintenance requirement.

5. The method of claim 1 , wherein a first measurement of the first behavioral pairing strategy based on the technical resource requirement metric is less than a second measurement of the second behavioral pairing strategy based on the technical resource requirement metric.

6. The method of claim 1 , further comprising:
obtaining, by the at least one computer processor, a second modification to at least one of the first behavioral pairing strategy, the first plurality of parameters, the second behavioral pairing strategy, and the second plurality of resources based on the technical resource requirement metric;
determining, by the at least one computer processor, a third behavioral pairing strategy for the contact center system based on the second modification and at least one of the first behavioral pairing strategy and the second behavioral pairing strategy, wherein the third behavioral pairing strategy comprises a third plurality of parameters; and
applying, by the at least one computer processor, the third behavioral pairing strategy at the contact center system to determine contact-agent pairings.

7. The method of claim 6 , wherein the third plurality of parameters is different than at least one of the first plurality of parameters and the second plurality of parameters.

8. 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:
obtain historical contact-agent interaction data for the contact center system;
determine a first behavioral pairing strategy for the contact center system based on the historical contact-agent interaction data, wherein the first behavioral pairing strategy comprises a first plurality of parameters;
determine a technical resource requirement metric of the contact center system;
determine a first modification to at least one of the first behavioral pairing strategy and the first plurality of parameters based on the technical resource requirement metric;
determine a second behavioral pairing strategy for the contact center system based on the first behavioral pairing strategy and the first modification, wherein the second behavioral pairing strategy comprises a second plurality of parameters, and wherein a performance of the second behavioral pairing strategy is less than a performance of the first behavioral pairing strategy; and
apply the second behavioral pairing strategy at the contact center system to determine contact-agent pairings.

9. The system of claim 8 , wherein a number of the first plurality of parameters is greater than a number of the second plurality of parameters.

10. The system of claim 8 , wherein obtaining the first modification comprises constraining a number of data fields, an amount of data, or a number or a type of data sources.

11. The system of claim 8 , wherein the technical resource requirement metric is based on at least one of: a hardware requirement, a network requirement, a bandwidth requirement, a system installation requirement, a system configuration requirement, and a system maintenance requirement.

12. The system of claim 8 , wherein a first measurement of the first behavioral pairing strategy based on the technical resource requirement metric is less than a second measurement of the second behavioral pairing strategy based on the technical resource requirement metric.

13. The system of claim 8 , wherein the at least one computer processor is further configured to:
obtain a second modification to at least one of the first behavioral pairing strategy, the first plurality of parameters, the second behavioral pairing strategy, and the second plurality of resources based on the technical resource requirement metric;
determine a third behavioral pairing strategy for the contact center system based on the second modification and at least one of the first behavioral pairing strategy and the second behavioral pairing strategy, wherein the third behavioral pairing strategy comprises a third plurality of parameters; and
apply the third behavioral pairing strategy at the contact center system to determine contact-agent pairings.

14. The system of claim 13 , wherein the third plurality of parameters is different than at least one of the first plurality of parameters and the second plurality of parameters.

15. 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:
obtain historical contact-agent interaction data for the contact center system;
determine a first behavioral pairing strategy for the contact center system based on the historical contact-agent interaction data, wherein the first behavioral pairing strategy comprises a first plurality of parameters;
determine a technical resource requirement metric of the contact center system;
determine a first modification to at least one of the first behavioral pairing strategy and the first plurality of parameters based on the technical resource requirement metric;
determine a second behavioral pairing strategy for the contact center system based on the first behavioral

Assignees

• Afiniti Ltd

Inventors

• Khatri Vikash
• Chishti Zia
• Delker Jason

Classifications

• H04M3/5232 Primary

  Call distribution algorithms · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• G06Q10/0631 Primary

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

• G06Q10/06393

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