System and method for routing interactions for a contact center based on intelligent and dynamic routing considerations

• US 10,171,669 B2
• Filed: 12/18/2017
• Issued: 01/01/2019
• Est. Priority Date: 08/01/2014
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Korolev, Nikolay, Ristock, Herbert Willi Artur, Anderson, David H., Hollenberg, Todd, Krug, Bradley, Toerck, Charlotte
• Primary Examiner(s): Deane, Jr., William
• Application Number:
  US15/846,105
• Publication Number:
  US 20180109680A1
• Time in Patent Office: 379 Days
• Field of Search: 37926501-26514, 37926601-2661, 379309
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/404 Collaboration among agents
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.

Claims

1. A method for enhanced interaction processing in a contact center, the method comprising:

detecting, by a processor, a pending interaction with a communication device operated by a customer;

identifying, by the processor, first and second objectives of the contact center in response to detecting the pending interaction, wherein the first objective is identified as more important to the contact center than the second objective;

identifying, by the processor, a first agent for handling the first objective, and determining a likelihood of success of the first agent in achieving the first objective;

identifying, by the processor, a second agent for handling the second objective;

transmitting, by the processor, instructions to a routing device to route the pending interaction to an electronic device operated by the second agent instead of an electronic device operated by the first agent; and

prompting, by the processor, the second agent to pursue the second objective.

2. The method of claim 1, wherein the first objective is associated with a first business outcome determined to be more desirable to the contact center than a second business outcome associated with the second objective.

3. The method of claim 2, wherein the first or second business outcome relates to profit, revenue, or sales of the contact center.

4. The method of claim 2, wherein the first or second business outcome relates to customer satisfaction.

5. The method of claim 1, wherein the likelihood of the first or second agent in achieving the first or second objectives is determined based on analysis of historical performance of the first or second agents relating to the first and second objectives.

6. The method of claim 1, wherein the second objective is associated with a business opportunity to be presented to the customer.

7. The method of claim 6, wherein the business opportunity is a cross-sell or up-sell opportunity of a product or service.

8. The method of claim 1, wherein a likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent.

9. A system for enhanced interaction processing in a contact center, the system comprising:

processor; and

memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

detect a pending interaction with a communication device operated by a customer;

identify first and second objectives of the contact center in response to detecting the pending interaction, wherein the first objective is identified as more important to the contact center than the second objective;

identify a first agent for handling the first objective, and determine a likelihood of success of the first agent in achieving the first objective;

identifying, by the processor, a second agent for handling the second objective;

transmit instructions, by the processor, to a routing device to route the pending interaction to the second agent instead of an electronic device operated by the first agent; and

prompt, by the processor, the second agent to pursue the second objective.

10. The system of claim 9, wherein the first objective is associated with a first business outcome determined to be more desirable to the contact center than a second business outcome associated with the second objective.

11. The system of claim 10, wherein the first or second business outcome relates to profit, revenue, or sales of the contact center.

12. The system of claim 10, wherein the first or second business outcome relates to customer satisfaction.

13. The system of claim 9, wherein the likelihood of the first or second agent in achieving the first or second objectives is determined based on analysis of historical performance of the first or second agents relating to the first and second objectives.

14. The system of claim 9, wherein the second objective is associated with a business opportunity to be presented to the customer.

15. The system of claim 14, wherein the business opportunity is a cross-sell or up-sell opportunity of a product or service.

16. The system of claim 9, wherein the pending interaction is for achieving a step of a workflow associated with a case, wherein an agent selected for handling the pending interaction is an agent with skills to handle a next step of the workflow.

17. The system of claim 9, wherein the instructions further cause the processor to:

retrieve, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs, wherein the first customer segment is associated with a third objective of the contact center;

predict an outcome of the pending interaction;

identify a second customer segment based on the predicted outcome;

re-associate the customer to the second customer segment, wherein the second customer segment is associated with the second objective.

18. The system of claim 9, wherein a likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent.