System and method for distributed rule-based sequencing engine

• US 10,019,680 B2
• Filed: 11/24/2014
• Issued: 07/10/2018
• Est. Priority Date: 08/15/2014
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Ltd
• Inventors: Sharon, Dan, Kovacs, Eitan, Cher, Igor
• Primary Examiner(s): Miller, Alan S
• Application Number:
  US14/551,090
• Publication Number:
  US 20160048778A1
• Time in Patent Office: 1,324 Days
• Field of Search: 705 711- 742
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A computing device including a processor and memory may receive input from a user to define one or more sequence types, each sequence type based on a time frame. A distributed computing system may receive interaction data on a plurality of computing nodes and describing an interaction event between a customer and an agent. The one or more computing nodes may associate the received interaction event with the customer'"'"'s identifier in a customer history table, wherein the customer history table stores historical interaction events for the customer. Further, the computing nodes may assign the received interaction event to a sequence, based on the defined one or more sequence types.

Claims

1. A method of generating a sequence of interactions, comprising:

defining, by a processor, one or more sequence types, each of the one or more sequence types based on a time frame and associated with one or more customers via a unique customer identifier;

receiving, by a distributed computing system comprising a plurality of computing nodes running a distributed database on distributed processors and distributed memory, a batch of interaction data describing interaction events between the one or more customers and an agent,

sorting, by the distributed computing system, the received batch of interaction data into groups of interaction events, wherein each group is associated with a corresponding unique customer identifier of the one or more customers;

storing the sorted groups of interaction events in a customer history table based on the customer identifier, wherein the customer history table stores historical interaction events for each of the one or more customers; and

for each customer identifier in the customer history table;

a) for each received interaction event;

if the particular received interaction event matches one or more sequence types associated with the current customer identifier, loading a subset of the historical interaction events associated with the current customer identifier that are within the corresponding time frame,

b) assigning each loaded subset of historical interaction events and the particular received interaction event to a sequence for the particular customer identifier.

2. The method of claim 1, wherein a sequence includes a sequence identifier associated with one or more interaction events involving the customer, wherein the one or more interaction events are ordered chronologically and occur within a defined time frame of a sequence type.

3. The method of claim 1, comprising further defining a sequence type based on a communication channel.

4. The method of claim 1, comprising further defining a sequence type based on a contact reason.

5. The method of claim 1, further comprising determining an additional sequence for the customer associated with the customer'"'"'s identifier by retrieving a subset of previous interactions events from the customer history table, wherein the subset includes interaction events occurring within a maximum time frame of the defined one or more sequence types;

and

comparing attributes of the retrieved subset of previous interactions with attributes described by a defined sequence type.

6. The method of claim 1, comprising calculating key performance indicators over the sequences.

7. The method of claim 1, comprising storing the interaction data and the sequence in a distributed file system.

8. The method of claim 1 wherein the distributed database is implemented using HBase.

9. The method of claim 1 wherein the distributed database is a No-SQL database.

10. A system comprising:

at least one processor configured to define one or more sequence types, each sequence type based on a time frame, and associated with one or more customers via a unique customer identifier; and

a distributed file system running a distributed database on distributed processors and distributed memory comprising a plurality of processors on a plurality of computing nodes, wherein the processors are configured to;

receive a batch of interaction data describing interaction events between the one or more customers and an agent;

sort the received batch of interaction data into groups of interaction events, wherein each group is associated with a corresponding unique customer identifier of the one or more customers;

store the sorted groups of interaction events in a customer history table based on the customer identifier, wherein the customer history table stores historical interaction events for each of the one or more customers; and

for each customer identifier in the customer history table;

a) for each received interaction event;

if the particular received interaction event matches one or more sequence types associated with the current customer identifier, load a subset of the historical interaction events associated with the current customer identifier that are within the corresponding time frame,

b) assign each loaded subset of historical interaction events and the particular received interaction event to a sequence for the particular customer identifier.

11. The system of claim 10, wherein a sequence includes a sequence identifier associated with one or more interaction events involving the customer, wherein the one or more interaction events are ordered chronologically and occur within a defined time frame of a sequence type.

12. The system of claim 10, wherein the at least one processor is configured to define a sequence type based on a communication channel.

13. The system of claim 10, wherein the at least one processor is configured to define a sequence type based on a contact reason.

14. The system of claim 10, wherein the plurality of processors are configured to determine an additional sequence for the customer associated with the customer'"'"'s identifier by retrieving a subset of previous interactions events from the customer history table, wherein the subset includes interaction events occurring within a maximum time frame of the defined one or more sequence types;

and comparing attributes of the retrieved subset of previous interactions with attributes described by a defined sequence type.

15. The system of claim 10, wherein the plurality of processors are configured to store the customer history table and the sequence to a distributed database.

16. An apparatus, comprising:

at least one processor configured to define one or more sequence types, each sequence type based on a time frame, and associated with one or more customers via a unique customer identifier; and

a distributed file system running a distributed database on distributed processors and distributed memory comprising a plurality of processors on a plurality of computing nodes, wherein the processors are configured to;

receive a batch of interaction data describing interaction events between the one or more customer and an agent;

sort the received batch of interaction data into groups of interaction events, wherein each group is associated with a corresponding unique customer identifier of the one or more customers;

store the sorted groups of interaction events in a customer history table based on the customer identifier, wherein the customer history table stores historical interaction events for each of the one or more customers; and

for each customer identifier in the customer history table;

a) for each received interaction event;

if the particular received interaction event matches one or more sequence types associated with the current customer identifier, load a subset of the historical interaction events associated with the current customer identifier that are within the corresponding time frame,

b) assign each loaded subset of historical interaction events and the particular received interaction event to a sequence for the particular customer identifier.

17. The apparatus of claim 16, wherein each sequence type is further based on a communication channel or a contact reason.

18. The apparatus of claim 16, wherein the customer history table stores previous interaction events sorted by customer in chronological order.

19. The apparatus of claim 16, wherein each of the generated sequences includes a sequence identifier associated with one or more interaction events involving at least one customer, wherein the one or more interaction events are ordered chronologically and occur within a defined time frame of a sequence type.

20. The apparatus of claim 16, wherein relevant customers are customers described in the received data.