System and method for recommending communication mediums based on predictive analytics

Patent metadata

Field	Value
Publication number	US-9762733-B1
Application number	US-201615272312-A
Country	US
Kind code	B1
Filing date	Sep 21, 2016
Priority date	Sep 21, 2016
Publication date	Sep 12, 2017
Grant date	Sep 12, 2017

Abstract

A system for recommending a communication medium for interacting with a customer of a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: detect a first interaction via a first medium with the customer; identify a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer; for each communication medium of the candidate communication mediums, estimate an expected value to be obtained by utilizing the communication medium for the second interaction; and select a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.

First claim

What is claimed is:

1. A system for recommending a communication medium for interacting with a customer of a contact center, the system comprising:
a processor; and
memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to:
detect a first interaction via a first medium with the customer;
identify a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer;
for each communication medium of the candidate communication mediums, estimate an expected value to be obtained by utilizing the communication medium for the second interaction; and
select a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.

2. The system of claim 1 , wherein the constraints include service rules and/or service agreements.

3. The system of claim 1 , wherein the instructions further cause the processor to:
filter the identified communication mediums to determine the one or more candidate communication mediums based on the customer's channel preferences, the customer's current channel capabilities, and/or context data gathered from the first interaction.

4. The system of claim 1 , wherein the instructions further cause the processor to:
identify capacity of the contact center to serve the customer on the selected communication medium; and
in response to identifying that the contact center has the capacity, establish the second interaction via the selected communication medium.

5. The system of claim 1 , wherein the estimate of the expected value is based on context data including profile/preference data of the customer, intent of the customer, attributes of the candidate communication mediums, and/or profile data of agents of the contact center.

6. The system of claim 5 , wherein the profile/preference data of the customer includes the customer's age, gender, language abilities, geographic location, purchase history, affinities, occupation, memberships, preference of mediums, and/or usage history of the mediums.

7. The system of claim 5 , wherein the attributes of the candidate communication mediums include information on a suitable service type for a given medium.

8. The system of claim 5 , wherein the profile/preference data of the agents include gender, age, language skills, interaction skills, channel proficiency, and/or personal attributes of the agent.

9. The system of claim 5 , wherein the expected value corresponds to a reward for fulfilling a business goal as a result of completing an interaction on the communication medium according to the context data.

10. The system of claim 9 , wherein the business goal includes achieving a desired customer satisfaction, sales revenue, customer effort score, agent effort score, and/or net promoter score.

11. The system of claim 1 , wherein the first and second interactions are part of a same transaction.

12. A method for recommending a communication medium for interacting with a customer of a contact center, the method comprising:
detecting, by a processor, a first interaction via a first medium with the customer;
identifying, by the processor, a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer;
for each communication medium of the candidate communication mediums, estimating, by the processor, an expected value to be obtained by utilizing the communication medium for the second interaction; and
selecting, by the processor, a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.

13. The method of claim 12 , wherein the constraints include service rules and/or service agreements.

14. The method of claim 12 , further comprising:
filtering, by the processor, the identified communication mediums to determine the one or more candidate communication mediums based on the customer's channel preferences, the customer's current channel capabilities, and/or context data gathered from the first interaction.

15. The method of claim 12 , further comprising:
identifying, by the processor, capacity of the contact center to serve the customer on the selected communication medium; and
in response to identifying that the contact center has the capacity, establishing, by the processor, the second interaction via the selected communication medium.

16. The method of claim 12 , wherein the estimate of the expected value is based on context data including profile/preference data of the customer, intent of the customer, attributes of the candidate communication mediums, and/or profile data of agents of the contact center.

17. The method of claim 16 , wherein the profile/preference data of the customer includes the customer's age, gender, language abilities, geographic location, purchase history, affinities, occupation, memberships, preference of mediums, and/or usage history of the mediums.

18. The method of claim 16 , wherein the attributes of the candidate communication mediums include information on a suitable service type for a given medium.

19. The method of claim 16 , wherein the profile/preference data of the agents include gender, age, language skills, interaction skills, channel proficiency, and/or personal attributes of the agent.

20. The method of claim 16 , wherein the expected value corresponds to a reward for fulfilling a business goal as a result of completing an interaction on the communication medium according to the context data.

21. The method of claim 20 , wherein the business goal includes achieving a desired customer satisfaction, sales revenue, customer effort score, agent effort score, and/or net promoter score.

22. The method of claim 12 , wherein the first and second interactions are part of a same transaction.

23. A system for recommending a communication medium for interacting with a customer of a contact center, the system comprising:
means for detecting a first interaction via a first medium with the customer;
means for identifying a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer;
for each communication medium of the candidate communication mediums, means for estimating an expected value to be obtained by utilizing the communication medium for the second interaction; and
means for selecting a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Ramanujaiaha Vasudev
• Connolly Christopher
• Ristock Herbert Willi Artur
• Pirat Vincent
• Choel Clement
• Jacolot Christian

Classifications

• H04M3/5183 Primary

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

• H04M3/42068

  where the identifier is used to access a profile · CPC title

• H04M2203/408

  Customer-specific call routing plans · CPC title

• H04M3/5166 Primary

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

• H04M3/5158

  in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26) · CPC title