Technologies for contact center agent incentivization via automated gamification

Patent metadata

Field	Value
Publication number	US-12418615-B2
Application number	US-202318337012-A
Country	US
Kind code	B2
Filing date	Jun 18, 2023
Priority date	Jun 18, 2023
Publication date	Sep 16, 2025
Grant date	Sep 16, 2025

Abstract

A method for contact center agent incentivization via automated gamification according to an embodiment includes transferring an interaction between a contact center agent and a user to an automated agent, prompting, by the automated agent, the user to reward the contact center agent based on the interaction between the user and the contact center agent, receiving a selection of a reward option made by the user in response to prompting the user to reward the contact center agent, determining a point value associated with the user's selected reward option based on a mapping table, and associating the user's selected reward option with the contact center agent in an agent rewards table.

First claim

What is claimed is:

1. A method for contact center agent incentivization via automated gamification, the method comprising:
transferring, by a contact center system, an interaction between a contact center agent and a user to an automated agent;
prompting, by the automated agent, the user to reward the contact center agent based on the interaction between the user and the contact center agent;
receiving, by a computing system, a selection of a reward option made by the user in response to prompting the user to reward the contact center agent;
determining, by the computing system, a point value associated with the user's selected reward option based on a mapping table; and
associating, by the computing system, the user's selected reward option with the contact center agent in an agent rewards table.

2. The method of claim 1 , wherein prompting the user to reward the contact center agent comprises providing tiered reward options to the user, wherein the tiered reward options include a plurality of reward options from which the user's selection is to be made.

3. The method of claim 1 , wherein prompting the user to reward the contact center agent comprises providing a plurality of domain-specific reward options from which the user's selection is to be made.

4. The method of claim 1 , wherein associating the user's selected reward option with the contact center agent comprises improving a current reward score of the contact center agent based on the point value.

5. The method of claim 4 , wherein improving the current reward score of the contact center agent based on the point value comprises incrementing the current reward score of the contact center agent by the point value.

6. The method of claim 1 , further comprising associating, by the computing system, the user's selected reward option with the user in a user table.

7. The method of claim 6 , further comprising subsequently interacting, by one or more contact center agents, with the user based on data stored in the user table in association with the user.

8. The method of claim 1 , wherein the contact center system comprises the computing system.

9. The method of claim 1 , further comprising:
updating, by the computing system, one or more gamification metrics of the contact center agent based on the user's selected reward option; and
displaying, by an agent device of the contact center agent, the one or more gamification metrics on a graphical user interface in response to updating the one or more gamification metrics.

10. The method of claim 1 , wherein receiving the selection of the reward option made by the user comprises receiving a user selection of a reward option from a plurality of predefined reward options.

11. The method of claim 1 , wherein receiving the selection of the reward option made by the user comprises:
analyzing, using a speech recognition system, one or more utterances of the user to determine a reward intended by the user; and
mapping, by the computing system, the determined reward to a predefined reward option selected from a plurality of predefined reward options.

12. The method of claim 1 , wherein prompting the user to reward the contact center agent comprises providing the user with one or more spoken menu options via an interactive voice response system.

13. A system for contact center agent incentivization via automated gamification, the system comprising:
at least one processor; and
at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to:
transfer an interaction between a contact center agent and a user from the contact center agent to an automated agent;
prompt, by the automated agent, the user to reward the contact center agent based on the interaction between the user and the contact center agent;
receive a selection of a reward option made by the user in response to prompting the user to reward the contact center agent;
determine a point value associated with the user's selected reward option based on a mapping table; and
associate the user's selected reward option with the contact center agent in an agent rewards table.

14. The system of claim 13 , wherein to prompt the user to reward the contact center agent comprises to provide tiered reward options to the user, wherein the tiered reward options include a plurality of reward options from which the user's selection is to be made.

15. The system of claim 13 , wherein to prompt the user to reward the contact center agent comprises to provide a plurality of domain-specific reward options from which the user's selection is to be made.

16. The system of claim 13 , wherein to associate the user's selected reward option with the contact center agent comprises to improve a current reward score of the contact center agent based on the point value.

17. The system of claim 13 , wherein the plurality of instructions further causes the system to associate the user's selected reward option with the user in a user table.

18. The system of claim 13 , wherein to receive the selection of the reward option made by the user comprises to receive a user selection of a reward option from a plurality of predefined reward options.

19. The system of claim 13 , wherein to receive the selection of the reward option made by the user comprises to:
analyze one or more utterances of the user with a speech recognition system to determine a reward intended by the user; and
map the determined reward to a predefined reward option selected from a plurality of predefined reward options.

20. The system of claim 13 , wherein to prompt the user to reward the contact center agent comprises to provide the user with one or more spoken menu options via an interactive voice response system.

Assignees

• Genesys Cloud Services Inc

Inventors

• Stoops Dan
• Te Booij Merijn
• Bell Cliff

Classifications

• G06Q10/06398

  Performance of employee with respect to a job function · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• G06Q30/016 Primary

  After-sales · CPC title