Method for connecting a user with an agent based on workflow stages of a workflow dynamically created using a workflow template

• US 10,097,644 B2
• Filed: 04/21/2016
• Issued: 10/09/2018
• Est. Priority Date: 10/23/2014
• Status: Active Grant

• Current Assignee: Teletech Holdings Incorporated
• Original Assignee: Teletech Holdings Incorporated
• Inventors: Sharpe, Bruce A., Shrader, Anthony G., Cumberland, William T.
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US15/135,520
• Publication Number:
  US 20160241648A1
• Time in Patent Office: 901 Days
• Field of Search: 37926509, 37926501, 37926505, 37926511, 37926512, 37926601, 379242, 37926506, 37926513, 379264, 379273, 379272
• CPC Class Codes: G06Q 30/0257 User requested
• CPC Class Codes: G06Q 30/0261 based on user location
• CPC Class Codes: H04L 67/141 Setup of application sessions admission control or resource allocation in data switching networks H04L47/70
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/4878 Advertisement messages
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04W 4/021 Services related to particular areas, e.g. point of interest [POI] services, venue services or geofences
• CPC Class Codes: H04W 4/21 for social networking applications

Abstract

A server receives a request from a user device of a user to contact an agent. In response to the request, a list of agents are identified by matching a user profile of the user with agent profiles of the agents. A workflow is generated based on the identified agents using a workflow template, the workflow including multiple workflow stages. A first communication session is established between the user device and a first agent device of a first agent associated with a first workflow stage. It is determined whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session. In response to determining that the first criteria has been satisfied, a second communication session is established between the user device and a second agent device of a second agent associated with a second workflow stage.

Claims

1. A computer-implemented method for connecting users with agents using a personalized workflow, the method comprising:

receiving at a server a request from a user device of a user to contact an agent associated with the server;

in response to the request, identifying a list of a plurality of agents by matching a user profile of the user with a plurality of agent profiles of the plurality of agents;

generating a workflow based on the identified plurality of agents using a workflow template, the workflow including a plurality of workflow stages;

establishing a first communication session between the user device and a first agent device of a first of the plurality of agents associated with a first of the workflow stages;

determining whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session; and

in response to determining that the first criteria has been satisfied, establishing a second communication session between the user device and a second agent device of a second of the plurality of agents associated with a second of the workflow stages.

2. The method of claim 1, wherein the first communication session is established using a first communication channel that is associated with the first agent, and wherein the first communication channel is specified within the first workflow stage of the workflow.

3. The method of claim 2, wherein the second communication session is established using a second communication channel that is associated with the second agent, and wherein the second communication channel is specified within the second workflow stage of the workflow.

4. The method of claim 1, wherein each of the workflow stages includes a specific criteria that needs to be satisfied in order to advance to a next workflow stage.

5. The method of claim 4, wherein each of the workflow stages includes a next workflow stage identifier that identifies the next workflow stage when the specific criteria of the corresponding workflow stage is satisfied.

6. The method of claim 1, further comprising:

transmitting a survey to the user device at a conclusion of the first communication session between the user device and the first agent device;

in response to a survey response received from the user device, determining whether a survey indicator obtained from the survey response is below a predetermined threshold; and

advancing from the first workflow stage to the second workflow stage in response to determining that the survey indicator is below the predetermined threshold.

7. The method of claim 1, wherein identifying a list of a plurality of agents that are available to communicate with the user comprises:

determining, by a user classification module, a user type of the user by matching each of a predetermined user attributes obtained from the user profile against a corresponding one defined in a user classification rule associated with the client; and

determining, by an agent classification module, an agent type based on the user type by matching the user type with agent types defined in an agent classification rule associated with the client, wherein the list agents is determined by matching the agent type with an agent type specified in each of the agent profiles.

8. The method of claim 1, wherein identifying a list of a plurality of agents that are available to communicate with the user comprises:

determining, by a user classification module, a user type of the user by matching each of a predetermined user attributes obtained from the user profile against a corresponding one defined in a user classification rule associated with the client; and

determining, by a treatment classification module, a treatment type based on the user type by matching the user type with a plurality of treatment types defined in a treatment classification rule associated with the client, wherein each treatment type corresponds to one of a plurality of treatment profiles having information describing how a user is to be serviced.

9. The method of claim 8, wherein a treatment profile includes a predetermined set of agent attributes and conditions to be satisfied in order for an agent to be selected for a treatment represented by the treatment profile, and wherein the agents of the list are selected based on their respective agent profiles having the predetermined set of agent attributes matching the conditions specified in the treatment profile.

10. A non-transitory machine-readable medium having instructions stored therein, which when executed by a processor, cause the processor to perform operations, the operations comprising:

receiving a request from a user device of a user to contact an agent associated with the server;

in response to the request, identifying a list of a plurality of agents by matching a user profile of the user with a plurality of agent profiles of the plurality of agents;

generating a workflow based on the identified plurality of agents using a workflow template, the workflow including a plurality of workflow stages;

establishing a first communication session between the user device and a first agent device of a first of the plurality of agents associated with a first of the workflow stages;

determining whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session; and

in response to determining that the first criteria has been satisfied, establishing a second communication session between the user device and a second agent device of a second of the plurality of agents associated with a second of the workflow stages.

11. The non-transitory machine-readable medium of claim 10, wherein the first communication session is established using a first communication channel that is associated with the first agent, and wherein the first communication channel is specified within the first workflow stage of the workflow.

12. The non-transitory machine-readable medium of claim 11, wherein the second communication session is established using a second communication channel that is associated with the second agent, and wherein the second communication channel is specified within the second workflow stage of the workflow.

13. The non-transitory machine-readable medium of claim 10, wherein each of the workflow stages includes a specific criteria that needs to be satisfied in order to advance to a next workflow stage.

14. The non-transitory machine-readable medium of claim 13, wherein each of the workflow stages includes a next workflow stage identifier that identifies the next workflow stage when the specific criteria of the corresponding workflow stage is satisfied.

15. The non-transitory machine-readable medium of claim 10, wherein the operations further comprise:

transmitting a survey to the user device at a conclusion of the first communication session between the user device and the first agent device;

in response to a survey response received from the user device, determining whether a survey indicator obtained from the survey response is below a predetermined threshold; and

advancing from the first workflow stage to the second workflow stage in response to determining that the survey indicator is below the predetermined threshold.

16. The non-transitory machine-readable medium of claim 10, wherein identifying a list of a plurality of agents that are available to communicate with the user comprises:

determining, by a user classification module, a user type of the user by matching each of a predetermined user attributes obtained from the user profile against a corresponding one defined in a user classification rule associated with the client; and

determining, by an agent classification module, an agent type based on the user type by matching the user type with agent types defined in an agent classification rule associated with the client, wherein the list agents is determined by matching the agent type with an agent type specified in each of the agent profiles.

17. The non-transitory machine-readable medium of claim 10, wherein identifying a list of a plurality of agents that are available to communicate with the user comprises:

determining, by a user classification module, a user type of the user by matching each of a predetermined user attributes obtained from the user profile against a corresponding one defined in a user classification rule associated with the client; and

determining, by a treatment classification module, a treatment type based on the user type by matching the user type with a plurality of treatment types defined in a treatment classification rule associated with the client, wherein each treatment type corresponds to one of a plurality of treatment profiles having information describing how a user is to be serviced.

18. The non-transitory machine-readable medium of claim 17, wherein a treatment profile includes a predetermined set of agent attributes and conditions to be satisfied in order for an agent to be selected for a treatment represented by the treatment profile, and wherein the agents of the list are selected based on their respective agent profiles having the predetermined set of agent attributes matching the conditions specified in the treatment profile.

19. A data processing system operating as a server, comprising:

a processor; and

a memory coupled to the processor to store instructions, which when executed by the processor, cause the processor to perform operations, the operations including

receiving a request from a user device of a user to contact an agent associated with the server,

in response to the request, identifying a list of a plurality of agents by matching a user profile of the user with a plurality of agent profiles of the plurality of agents,

generating a workflow based on the identified plurality of agents using a workflow template, the workflow including a plurality of workflow stages,

establishing a first communication session between the user device and a first agent device of a first of the plurality of agents associated with a first of the workflow stages,

determining whether a first criteria associated with the first workflow stage has been satisfied based on the first communication session, and

in response to determining that the first criteria has been satisfied, establishing a second communication session between the user device and a second agent device of a second of the plurality of agents associated with a second of the workflow stages.

20. The system of claim 19, wherein the first communication session is established using a first communication channel that is associated with the first agent, and wherein the first communication channel is specified within the first workflow stage of the workflow.

21. The system of claim 20, wherein the second communication session is established using a second communication channel that is associated with the second agent, and wherein the second communication channel is specified within the second workflow stage of the workflow.

22. The system of claim 19, wherein each of the workflow stages includes a specific criteria that needs to be satisfied in order to advance to a next workflow stage.

23. The system of claim 22, wherein each of the workflow stages includes a next workflow stage identifier that identifies the next workflow stage when the specific criteria of the corresponding workflow stage is satisfied.

24. The system of claim 19, wherein the operations further comprise:

transmitting a survey to the user device at a conclusion of the first communication session between the user device and the first agent device;

in response to a survey response received from the user device, determining whether a survey indicator obtained from the survey response is below a predetermined threshold; and

advancing from the first workflow stage to the second workflow stage in response to determining that the survey indicator is below the predetermined threshold.

25. The system of claim 19, wherein identifying a list of a plurality of agents that are available to communicate with the user comprises:

determining, by a user classification module, a user type of the user by matching each of a predetermined user attributes obtained from the user profile against a corresponding one defined in a user classification rule associated with the client; and

determining, by an agent classification module, an agent type based on the user type by matching the user type with agent types defined in an agent classification rule associated with the client, wherein the list agents is determined by matching the agent type with an agent type specified in each of the agent profiles.

26. The system of claim 19, wherein identifying a list of a plurality of agents that are available to communicate with the user comprises:

determining, by a user classification module, a user type of the user by matching each of a predetermined user attributes obtained from the user profile against a corresponding one defined in a user classification rule associated with the client; and

determining, by a treatment classification module, a treatment type based on the user type by matching the user type with a plurality of treatment types defined in a treatment classification rule associated with the client, wherein each treatment type corresponds to one of a plurality of treatment profiles having information describing how a user is to be serviced.

27. The system of claim 26, wherein a treatment profile includes a predetermined set of agent attributes and conditions to be satisfied in order for an agent to be selected for a treatment represented by the treatment profile, and wherein the agents of the list are selected based on their respective agent profiles having the predetermined set of agent attributes matching the conditions specified in the treatment profile.