System and method for managing interaction flow for contact centers

• US 10,484,539 B2
• Filed: 05/27/2015
• Issued: 11/19/2019
• Est. Priority Date: 05/27/2014
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Kumar, Praphul, Vymenets, Leonid, Ristock, Herbert Willi Artur, Zhakov, Vyacheslav
• Primary Examiner(s): Al Aubaidi, Rasha S
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US14/723,431
• Publication Number:
  US 20150350443A1
• Time in Patent Office: 1,637 Days
• Field of Search: 37926509
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 3/2227 Quality of service monitoring
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 7/0012 Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements

Abstract

In a system for managing an interaction flow, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the predesigned interaction flows relevant to the communication.

Claims

1. A system for managing an interaction flow, 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;

receive a communication from a user device, wherein the communication is initially an unstructured communication;

store data corresponding to one or more topics of the communication in the memory;

compare the data with parameters of a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication, wherein the predesigned interaction flows each comprise a plurality of discrete stages in a predetermined order defining ordered steps to be executed in an interaction;

identify a first interaction flow and a second interaction flow, from among the plurality of predesigned interaction flows, that respectively match different topics of the communication;

after identifying the first interaction flow, compare the first interaction flow with data collected during the unstructured communication to determine whether or not the data collected during the unstructured communication satisfies one or more operations of the first interaction flow;

identify an operation, from among the first interaction flow and the second interaction flow, that is satisfied when the communication is the unstructured communication prior to identifying the first interaction flow and the second interaction flow; and

transmit a signal to the switch for routing the communication to a plurality of contact center resources corresponding, respectively, to the first and second interaction flows to be executed by the plurality of contact center resources without executing the operation that was satisfied.

2. The system of claim 1, wherein the corresponding contact center resource comprises a plurality of contact center resources executing different ones of the predesigned interaction flows.

3. The system of claim 2, wherein the different ones of the predesigned interaction flows are executed concurrently.

4. The system of claim 2, wherein the different ones of the predesigned interaction flows are executed sequentially.

5. The system of claim 2, wherein the instructions further cause the processor to:

store interaction data obtained during a first one of the different ones of the predesigned interaction flows; and

provide the interaction data as an input to a second one of the different ones of the predesigned interaction flows.

6. The system of claim 1, wherein in identifying the one or more of the predesigned interaction flows relevant to the communication, the instructions further cause the processor to determine whether or not the data comprises information that is gathered as part of the one or more of the predesigned interactions.

7. The system of claim 1, wherein the instructions further cause the processor to display, on a display, a graphical representation of interaction traffic statistics corresponding to the interaction flow.

8. The system of claim 1, wherein the instructions further cause the processor to determine whether or not multiple ones of the predesigned interaction flows are relevant to the communication.

9. The system of claim 8, wherein the instructions further cause the processor to conduct the interaction in a plurality of communication channels.

10. The system of claim 1, wherein the instructions further cause the processor to display, on a display, a graphical representation of interaction errors corresponding to the interaction flow.

11. A method for managing an interaction flow, the method comprising:

receiving, by a processor, a communication from a user device, wherein the communication is initially an unstructured communication;

storing, by the processor, data corresponding to one or more topics of the communication in a memory;

comparing, by the processor, the data with parameters of a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication, wherein the predesigned interaction flows each comprise a plurality of discrete stages in a predetermined order defining ordered steps to be executed in an interaction;

identifying, by the processor, a first interaction flow and a second interaction flow, from among the plurality of predesigned interaction flows, that respectively match different topics of the communication;

after identifying the first interaction flow, comparing, by the processor, the first interaction flow with data collected during the unstructured communication to determine whether or not the data collected during the unstructured communication satisfies one or more operations of the first interaction flow;

identifying, by the processor, an operation, from among the first interaction flow and the second interaction flow, that is satisfied when the communication is the unstructured communication prior to identifying the first interaction flow and the second interaction flow; and

transmitting, by the processor, a signal to a switch for routing the communication to a plurality of contact center resources corresponding, respectively, to the first and second interaction flows to be executed by the plurality of contact center resources without executing the operation that was satisfied.

12. The method of claim 11, wherein the corresponding contact center resource comprises a plurality of contact center resources executing different ones of the predesigned interaction flows.

13. The method of claim 12, wherein the different ones of the predesigned interaction flows are executed concurrently.

14. The method of claim 12, wherein the different ones of the predesigned interaction flows are executed sequentially.

15. The method of claim 12, further comprising:

storing, by the processor, interaction data obtained during a first one of the different ones of the predesigned interaction flows; and

providing, by the processor, the interaction data as an input to a second one of the different ones of the predesigned interaction flows.

16. The method of claim 11, wherein in identifying the one or more of the predesigned interaction flows relevant to the communication, the method further comprises determining, by the processor, whether or not the data comprises information that is gathered as part of the one or more of the predesigned interactions.

17. The method of claim 11, further comprising displaying, by the processor on a display, a graphical representation of interaction traffic statistics corresponding to the interaction flow.

18. The method of claim 11, further comprising determining, by the processor, whether or not multiple ones of the predesigned interaction flows are relevant to the communication.

19. The method of claim 18, further comprising conducting, by the processor, the interaction in a plurality of communication channels.

20. The method of claim 11, further comprising displaying, by the processor on a display, a graphical representation of interaction errors corresponding to the interaction flow.