Techniques for behavioral pairing in a contact center system

• US 10,404,861 B2
• Filed: 03/25/2019
• Issued: 09/03/2019
• 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:
  US16/363,826
• Publication Number:
  US 20190222697A1
• Time in Patent Office: 162 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 contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a 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.

Claims

1. A method for behavioral pairing model evaluation 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 and a plurality of contact types;

analyzing, by the at least one computer processor, historical contact-agent outcome data to determine an expected value of each feasible combination of agent and contact type from the pluralities of agents and contact types;

determining, by the at least one computer processor, a pairing model based on the expected values of feasible combinations;

determining, by the at least one computer processor, an expected performance of the contact center system using the pairing model;

outputting, by the at least one computer processor, the expected performance of the contact center system using the pairing model; and

establishing, in a switch module of the contact center system, a communication channel between a contact and an agent based at least in part upon the pairing model.

2. The method of claim 1, wherein the pairing model can be represented as a payout matrix.

3. The method of claim 1, further comprising:

determining, by the at least one computer processor, an expected frequency for each contact type of the plurality of contact types, wherein the pairing model is further based on the expected frequency for each contact type.

4. The method of claim 1, further comprising:

determining, by the at least one computer processor, a target utilization for each agent of the plurality of agents, wherein the pairing model is further based on the target utilization for each agent.

5. The method of claim 4, wherein the pairing model targets a balanced agent utilization.

6. The method of claim 1, wherein each feasible combination comprises an agent with at least a first skill and a contact type with at least a first need corresponding to the first skill.

7. The method of claim 1, further comprising:

determining, by the at least one computer processor, a probabilistic network flow model based on the pairing model.

8. The method of claim 7, wherein the probabilistic network flow model comprises:

supply nodes, wherein each supply node is an agent of the plurality of agents or an agent group comprising a subset of agents of the plurality of agents;

demand nodes, wherein each demand node is a contact type of the plurality of contact types or a contact type group comprising a subset of contact types of the plurality of contact types.

9. The method of claim 8, wherein the probabilistic network flow model comprises:

supply values associated with each of the supply nodes corresponding to target utilizations for at least one agent of the plurality of agents.

10. The method of claim 8, wherein the probabilistic network flow model comprises:

demand values associated with each of the demand nodes corresponding to expected frequencies for at least one contact type of the plurality of contact types.

11. The method of claim 7, wherein the probabilistic network flow mode comprises:

a plurality of edges between supply nodes and demand nodes, wherein each edge of the plurality of edges indicates one of each feasible combination.

12. The method of claim 7, wherein the probabilistic network flow model comprises:

a plurality of edge weights, wherein each edge weight of the plurality of edge weights indicates the expected value of a corresponding feasible combination of agent and contact type.

13. A system for behavioral pairing model evaluation 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 and a plurality of contact types;

analyze historical contact-agent outcome data to determine an expected value of each feasible combination of agent and contact type from the pluralities of agents and contact types;

determine a pairing model based on the expected values of feasible combinations;

determine an expected performance of the contact center system using the pairing model;

output the expected performance of the contact center system using the pairing model; and

establish, in a switch module of the contact center system, a communication channel between a contact and an agent based at least in part upon the pairing model.

14. The system of claim 13, wherein the pairing model can be represented as a payout matrix.

15. The system of claim 13, wherein the at least one computer processor is further configured to:

determine an expected frequency for each contact type of the plurality of contact types, wherein the pairing model is further based on the expected frequency for each contact type.

16. The system of claim 13, wherein the at least one computer processor is further configured to:

determine a target utilization for each agent of the plurality of agents, wherein the pairing model is further based on the target utilization for each agent.

17. The system of claim 16, wherein the pairing model targets a balanced agent utilization.

18. The system of claim 13, wherein each feasible combination comprises an agent with at least a first skill and a contact type with at least a first need corresponding to the first skill.

19. The system of claim 13, wherein the at least one computer processor is further configured to:

determine a probabilistic network flow model based on the pairing model.

20. The system of claim 19, wherein the probabilistic network flow model comprises:

supply nodes, wherein each supply node is an agent of the plurality of agents or an agent group comprising a subset of agents of the plurality of agents;

demand nodes, wherein each demand node is a contact type of the plurality of contact types or a contact type group comprising a subset of contact types of the plurality of contact types.

21. The system of claim 20, wherein the probabilistic network flow model comprises:

supply values associated with each of the supply nodes corresponding to target utilizations for at least one agent of the plurality of agents.

22. The system of claim 20, wherein the probabilistic network flow model comprises:

demand values associated with each of the demand nodes corresponding to expected frequencies for at least one contact type of the plurality of contact types.

23. The system of claim 19, wherein the probabilistic network flow mode comprises:

a plurality of edges between supply nodes and demand nodes, wherein each edge of the plurality of edges indicates one of each feasible combination.

24. The system of claim 19, wherein the probabilistic network flow model comprises:

a plurality of edge weights, wherein each edge weight of the plurality of edge weights indicates the expected value of a corresponding feasible combination of agent and contact type.

25. An article of manufacture for behavioral pairing model evaluation 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 and a plurality of contact types;

analyze historical contact-agent outcome data to determine an expected value of each feasible combination of agent and contact type from the pluralities of agents and contact types;

determine a pairing model based on the expected values of feasible combinations;

determine an expected performance of the contact center system using the pairing model;

output the expected performance of the contact center system using the pairing model; and

establish, in a switch module of the contact center system, a communication channel between a contact and an agent based at least in part upon the pairing model.