System and methods for tracking unresolved customer involvement with a service organization and automatically formulating a dynamic service solution

• US 10,412,219 B2
• Filed: 02/27/2018
• Issued: 09/10/2019
• Est. Priority Date: 12/23/2008
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Chang, Yi, Finan, Robert Andrew, McCrossan, Richard, Bischoff, Brian
• Primary Examiner(s): Nguyen, Quynh H
• Application Number:
  US15/907,121
• Publication Number:
  US 20180191899A1
• Time in Patent Office: 560 Days
• Field of Search: 37922104, 37920301, 37920101, 37926509
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

Claims

1. A system for managing customer involvement with a contact center, the system comprising:

a switch configured to receive a plurality of communications for routing to one or more contact center resources;

a processor coupled to the switch; and

a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;

establish a current communication session with an end user device;

identify a user engaged in the current communication session;

determine, during the current communication session, whether data for a terminated interaction conducted prior to the current communication session exists for the user in a database, wherein the terminated interaction includes an automated interaction process for pursuing a commercial goal of the user;

retrieve the data for the terminated interaction from the database, wherein the retrieved data includes information on which portion of the automated interaction process during the terminated interaction was completed;

determine, based on the retrieved data, a commercial goal of the user that went unsatisfied during the terminated interaction;

transmit a signal to the switch for routing the current communication session to a contact center communication device based on the retrieved data for the terminated interaction; and

initiate, during the current communication session, a stage of the automated interaction process that is directed to the commercial goal of the user, the stage of the automated interaction process being after a previously completed portion in the automated interaction process and directed to the commercial goal of the user.

2. The system of claim 1, wherein the data for the terminated interaction indicates at least one of a failed connection attempt, failed transaction attempt, unanswered message, or uncompleted process.

3. The system of claim 1, wherein the data for the terminated interaction indicates an uncompleted process.

4. The system of claim 3, wherein the uncompleted process is an uncompleted interaction with an interactive voice response system.

5. The system of claim 3, wherein the uncompleted process is an uncompleted Web session.

6. The system of claim 5, wherein the instructions further cause the processor to invoke an agent during the current communication session for aiding the user in the uncompleted Web session.

7. The system of claim 6, wherein the current communication session is a telephone session, chat session, or messaging session.

8. The system of claim 7, wherein the uncompleted Web session runs concurrently with the current communication session.

9. The system of claim 1, wherein the current communication session and the terminated interaction are associated with different types of communication media.

10. The system of claim 1, wherein the instructions cause the processor to prompt resumption of the process from a point in which the process was discontinued.

11. The system of claim 1, wherein the instructions cause the processor to prioritize routing of an interaction associated with the current communication session, to an agent.

12. The system of claim 1, wherein the instructions further cause the processor to:

determine, from the retrieved data, a commercial goal of the user that went unsatisfied; and

initiate an activity directed to the process based on the commercial goal.

13. A method for managing customer involvement with a contact center, comprising:

establishing, by a processor, a current communication session with an end user device;

identifying, by the processor, a user engaged in the current communication session;

determining, by the processor, during the current communication session, whether data a terminated interaction conducted prior to the current communication session exists for the user in a database, wherein the terminated interaction includes an automated interaction process for pursuing a commercial goal of the user;

retrieving, by the processor, the data for the terminated interaction from the database, wherein the retrieved data includes information on which portion of the automated interaction process during the terminated interaction was completed;

determining, by the processor based on the retrieved data, a commercial goal of the user that went unsatisfied during the terminated interaction;

transmitting, by the processor, a signal to a switch for routing the current communication session to a contact center communication device based on the retrieved data for the terminated interaction; and

initiating, by the processor during the current communication session, a stage of the automated interaction process that is directed to the commercial goal of the user, the stage of the automated interaction process being after a previously completed portion in the automated interaction process and directed to the commercial goal of the user.

14. The method of claim 13, wherein the data for the terminated interaction indicates at least one of a failed connection attempt, failed transaction attempt, unanswered message, or uncompleted process.

15. The method of claim 13, wherein the data for the terminated interaction indicates an uncompleted process.

16. The method of claim 15, wherein the uncompleted process is an uncompleted interaction with an interactive voice response system.

17. The method of claim 15, wherein the uncompleted process is an uncompleted Web session.

18. The method of claim 17, further comprising invoking, by the processor, an agent during the current communication session for aiding the user in the uncompleted Web session.

19. The method of claim 18, wherein the current communication session is a telephone session, chat session, or messaging session.

20. The method of claim 13, wherein the current communication session and the terminated interaction are associated with different types of communication media.

21. The method of claim 13, further comprising prompting, by the processor, resumption of the process from a point in which the process was discontinued.

22. The method of claim 13, further comprising prioritizing, by the processor, routing of an interaction associated with the current communication session, to an agent.

23. The method of claim 13, further comprising:

determining, by the processor, from the retrieved data, a commercial goal of the user that went unsatisfied; and

initiating, by the processor, an activity directed to the process based on the commercial goal.