Techniques for behavioral pairing in a contact center system

• US 10,116,800 B1
• Filed: 03/12/2018
• Issued: 10/30/2018
• Est. Priority Date: 04/28/2017
• Status: Active Grant

• Current Assignee: Afiniti Ltd
• Original Assignee: Afiniti Europe Technologies Limited (Afiniti Ltd)
• Inventors: Kan, Ittai, Klugerman, Michael Richard, Riley, Blake Jay
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US15/918,442
• Publication Number:
  US 20180316793A1
• Time in Patent Office: 232 Days
• Field of Search: 37926511, 37926512, 37926513
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

Claims

1. A method for behavioral pairing in a contact center system comprising:

determining, by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, a plurality of agents available for connection to a contact;

determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents;

selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model that is constrained by agent skills and contact skill needs, wherein the probabilistic network flow model is adjusted to minimize agent utilization imbalance according to the constraints of the agent skills and the contact skill needs and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow model; and

outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

2. The method of claim 1, wherein the probabilistic network flow model is a network flow model for balancing agent utilization.

3. The method of claim 1, wherein the probabilistic network flow model is a network flow model for optimizing an overall expected value of at least one contact center metric.

4. The method of claim 3, wherein the at least one contact center metric is at least one of revenue generation, customer satisfaction, and average handle time.

5. The method of claim 1, wherein the probabilistic network flow model incorporates expected payoff values based on an analysis of at least one of historical contact-agent outcome data and contact attribute data.

6. A system for behavioral pairing in a contact center system comprising:

at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system, wherein the at least one computer processor is further configured to;

determine a plurality of agents available for connection to a contact;

determine a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents;

select one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model that is constrained by agent skills and contact skill needs, wherein the probabilistic network flow model is adjusted to minimize agent utilization imbalance according to the constraints of the agent skills and the contact skill needs and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow model; and

output the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

7. The system of claim 6, wherein the probabilistic network flow model is a network flow model for balancing agent utilization.

8. The system of claim 6, wherein the probabilistic network flow model is a network flow model for optimizing an overall expected value of at least one contact center metric.

9. The system of claim 8, wherein the at least one contact center metric is at least one of revenue generation, customer satisfaction, and average handle time.

10. The system of claim 6, wherein the probabilistic network flow model incorporates expected payoff values based on an analysis of at least one of historical contact-agent outcome data and contact attribute data.

11. 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 perform behavioral pairing operations in the contact center system and thereby cause the at least one computer processor to operate so as to;

determine a plurality of agents available for connection to a contact;

determine a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents;

select one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model that is constrained by agent skills and contact skill needs, wherein the probabilistic network flow model is adjusted to minimize agent utilization imbalance according to the constraints of the agent skills and the contact skill needs and to optimize performance of the contact center system, wherein the optimized performance of the contact center system is attributable to the probabilistic network flow model; and

output the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

12. The article of manufacture of claim 11, wherein the probabilistic network flow model is a network flow model for balancing agent utilization.

13. The article of manufacture of claim 11, wherein the probabilistic network flow model is a network flow model for optimizing an overall expected value of at least one contact center metric.

14. The article of manufacture of claim 13, wherein the at least one contact center metric is at least one of revenue generation, customer satisfaction, and average handle time.

15. The article of manufacture of claim 11, wherein the probabilistic network flow model incorporates expected payoff values based on an analysis of at least one of historical contact-agent outcome data and contact attribute data.