Cognitive routing of calls based on derived employee activity

• US 10,440,183 B1
• Filed: 06/01/2018
• Issued: 10/08/2019
• Est. Priority Date: 06/01/2018
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Keen, Martin G., Smye-Rumsby, Adam, Cunico, Hernan A., Frank, Paul A. R.
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US15/995,349
• Time in Patent Office: 494 Days
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/548 with remote control

Abstract

Cognitive routing of an incoming call includes analyzing respective captured audio and video data related to each of a plurality of agents of an enterprise, each agent associated with a respective mobile device; and determining a respective current activity in which each agent is engaged based on the agent'"'"'s related captured audio and video data. Such routing also includes selecting one of the plurality of agents to receive an incoming call based at least in part on the determined respective current activity in which each agent is engaged; and routing an incoming call to the mobile device associated with the selected one agent.

Claims

1. A computer-implemented method comprising:

analyzing, by a computer, respective captured audio and video data related to each of a plurality of agents of an enterprise, each agent associated with a respective mobile device;

determining, by the computer, a respective current activity in which each agent is engaged based on the agent'"'"'s related captured audio and video data;

selecting, by the computer, one of the plurality of agents to receive an incoming call based at least in part on the determined respective current activity in which each agent is engaged;

routing, by the computer, an incoming call to the mobile device associated with the selected one agent; and

adjusting, by the computer, a frequency of collecting video data for a particular agent based on the respective current activity in which that particular agent is engaged.

2. The method of claim 1, further comprising:

determining, by the computer, a respective current emotional state of each agent,

wherein selecting the one of the plurality of agents to receive an incoming call is based at least in part on the determined respective current emotional state of each agent.

3. The method of claim 1, further comprising:

determining, by the computer, the respective current emotional state of each agent based on received biometric data of each agent.

4. The method of claim 1, further comprising:

determining, by the computer, a respective current location of each agent,

wherein selecting the one of the plurality of agents to receive an incoming call is based at least in part on the determined respective current location of each agent.

5. The method of claim 1, further comprising:

performing, by the computer, passive listening analysis on the respective captured audio data related to each of the plurality of agents of the enterprise.

6. The method of claim 1, further comprising:

associating, by the computer, a respective score value with each of a plurality of activities, the respective score value indicative of an appropriateness of interrupting the associated activity.

7. The method of claim 6, wherein each of the respective current activity in which each agent is engaged is one of the plurality of activities, and further comprising:

assigning, by the computer, to each of the respect current activity in which each agent is engaged, its associated score value; and

generating, by the computer, a status list of the respective current activity in which each agent is engaged, ranked based on the associated score values.

8. The method of claim 7, wherein selecting the one of the plurality of agents to receive an incoming call is based at least in part on the status list.

9. The method of claim 1, further comprising:

identifying, by the computer;

an identity of one or more of the plurality of agents based on the video data, and

the respective current activity in which each of the one or more agents is engaged based on the video data.

10. A system, comprising:

a processor programmed to initiate executable operations comprising;

analyzing respective captured audio and video data related to each of a plurality of agents of an enterprise, each agent associated with a respective mobile device;

determining a respective current activity in which each agent is engaged based on the agent'"'"'s related captured audio and video data;

selecting one of the plurality of agents to receive an incoming call based at least in part on the determined respective current activity in which each agent is engaged;

routing, by the computer, an incoming call to the mobile device associated with the selected one agent; and

adjusting, by the computer, a frequency of collecting video data for a particular agent based on the respective current activity in which that particular agent is engaged.

11. The system of claim 10, wherein the processor is programmed to initiate executable operations further comprising:

determining a respective current emotional state of each agent,

wherein selecting the one of the plurality of agents to receive an incoming call is based at least in part on the determined respective current emotional state of each agent.

12. The system of claim 10, wherein the processor is programmed to initiate executable operations further comprising:

determining the respective current emotional state of each agent based on received biometric data of each agent.

13. The system of claim 10, wherein the processor is programmed to initiate executable operations further comprising:

determining a respective current location of each agent,

wherein selecting the one of the plurality of agents to receive an incoming call is based at least in part on the determined respective current location of each agent.

14. The system of claim 10, wherein the processor is programmed to initiate executable operations further comprising:

performing passive listening analysis on the respective captured audio data related to each of the plurality of agents of the enterprise.

15. The system of claim 10, wherein the processor is programmed to initiate executable operations further comprising:

associating a respective score value with each of a plurality of activities, the respective score value indicative of an appropriateness of interrupting the associated activity.

16. The system of claim 15, wherein each of the respective current activity in which each agent is engaged is one of the plurality of activities, and wherein the processor is programmed to initiate executable operations further comprising:

assigning to each of the respect current activity in which each agent is engaged, its associated score value; and

generating a status list of the respective current activity in which each agent is engaged, ranked based on the associated score values.

17. The system of claim 16, wherein selecting the one of the plurality of agents to receive an incoming call is based at least in part on the status list.

18. The system of claim 10, wherein the processor is programmed to initiate executable operations further comprising:

identifying;

an identity of one or more of the plurality of agents based on the video data, and

the respective current activity in which each of the one or more agents is engaged based on the video data.

19. A computer program product, comprising:

a computer readable storage medium having program code stored thereon, the program code executable by a data processing system to initiate operations including;

analyzing, by the data processing system, respective captured audio and video data related to each of a plurality of agents of an enterprise, each agent associated with a respective mobile device;

determining, by the data processing system, a respective current activity in which each agent is engaged based on the agent'"'"'s related captured audio and video data;

selecting, by the data processing system, one of the plurality of agents to receive an incoming call based at least in part on the determined respective current activity in which each agent is engaged;

routing, by the computer, an incoming call to the mobile device associated with the selected one agent; and

adjusting, by the computer, a frequency of collecting video data for a particular agent based on the respective current activity in which that particular agent is engaged.