System and method for managing customer interactions in an enterprise

• US 10,469,662 B2
• Filed: 06/09/2014
• Issued: 11/05/2019
• Est. Priority Date: 06/09/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: O'Connor, Neil, McCormack, Tony
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US14/299,153
• Publication Number:
  US 20150358463A1
• Time in Patent Office: 1,975 Days
• CPC Class Codes: G06Q 10/06313 Resource planning in a project environment
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

An automated system of an enterprise is disclosed for managing a communication session with a customer of the enterprise. The automated system includes a monitoring module configured to monitor one or more attributes associated with the communication session. The automated system further includes an analysis module configured to determine a plurality of resources required for managing the communication session based on the attributes. The automated system further includes a management module configured to manage allocation of the resources for the communication session, wherein the allocation is refined during the communication session based on the attributes.

Claims

1. A system for managing an on-going communication session involving a customer of an enterprise and a plurality of human agents of the enterprise allocated to the on-going communication session, comprising:

a processor;

a storage device in communication with the processor and storing executable instructions, the executable instructions when executed by the processor cause the processor to;

monitor one or more attributes associated with the on-going communication session;

determine whether the plurality of human agents is an optimal number of agents allocated to the on-going communication session, based on the monitored attributes; and

automatically change the number of the plurality of human agents allocated to the on-going communication session when the determined plurality of human agents is not the optimal number.

2. The system of claim 1, wherein the on-going communication session is a conference session.

3. The system of claim 2, wherein the conference session comprises at least one of an audio conference session, a video conference session, or a text conference session.

4. The system of claim 1, wherein the attributes associated with the on-going communication session comprises at least one of a content, a context, a status, or an emotion.

5. The system of claim 4, wherein the attributes associated with the on-going communication session are determined via at least one of a speech analysis system, an image analysis system, or a text analysis system.

6. The system of claim 1,

wherein the executable instructions, when executed by the processor, cause the processor to de-allocate a particular one of the plurality of human agents allocated to the on-going communication session, but not others of the plurality of human agents allocated to the on-going communication session, when the number of the plurality of human agents allocated to the on-going communication session is above the optimal number.

13. The system of claim 1, wherein the executable instructions, when executed by the processor, cause the processor to automatically add an additional human agent to the plurality of human agents allocated to the on-going communication session when the number of the plurality of human agents allocated to the on-going communication session is below the optimal number.

15. The system of claim 1, wherein the executable instructions, when executed by the processor, cause the processor to determine a plurality of objectives of the customer of the enterprise for contacting the enterprise.

16. The system of claim 15, wherein the executable instructions, when executed by the processor, cause the processor to determine the plurality of human agents based on the determined plurality of objectives of the customer of the enterprise.

17. The system of claim 16, wherein the plurality of human agents are from different departments of the enterprise.

7. A computer-implemented method for managing an on-going communication session involving a customer of an enterprise and a plurality of human agents of the enterprise allocated to the on-going communication session, the method comprising:

monitoring, by a computer system of the enterprise, one or more attributes associated with the on-going communication session;

determining, by the computer system of the enterprise, whether the plurality of human agents is an optimal number of human agents allocated to the on-going communication session, based on the monitored attributes; and

automatically changing, by the computer system of the enterprise, the number of the plurality of human agents allocated to the on-going communication session when the determined plurality of human agents is not the optimal number.

8. The computer-implemented method of claim 7, wherein the on-going communication session is a conference session.

9. The computer-implemented method of claim 8, wherein the conference session comprises at least one of an audio conference session, a video conference session, or a text conference session.

10. The computer-implemented method of claim 7, wherein the attributes associated with the on-going communication session comprises at least one of a content, a context, a status, or an emotion.

11. The computer-implemented method of claim 7, wherein the attributes associated with the on-going communication session are determined via at least one of a speech analysis system, an image analysis system, or a text analysis system.

12. The computer-implemented method of claim 7,

wherein automatically changing the number of the plurality of human agents allocated to the on-going communication session comprises:

de-allocating a particular one of the plurality of human agents allocated to the on-going communication session, but not others of the plurality of human agents allocated to the on-going communication session, when the number of the plurality of human agents allocated to the on-going communication session is above the optimal number.

14. The computer-implemented method of claim 7, wherein automatically changing the number of the plurality of human agents allocated to the on-going communication session comprises:

adding an additional human agent to the plurality of human agents allocated to the on-going communication session when the number of the plurality of human agents allocated to the on-going communication session is below the optimal number.

18. The computer-implemented method of claim 7, comprising:

determining, by the computer of the enterprise, a plurality of objectives of the customer of the enterprise for contacting the enterprise.

19. The computer-implemented method of claim 18, comprising:

determining, by the computer of the enterprise, the plurality of human agents based on the determined plurality of objectives of the customer of the enterprise.

20. The computer-implemented method of claim 19, wherein the plurality of human agents are from different departments of the enterprise.