Routing during communication of help desk service

• US 10,666,803 B2
• Filed: 10/18/2018
• Issued: 05/26/2020
• Est. Priority Date: 03/24/2017
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Inventors: Avila, Dionicio A., Zafar, Salman, Wang, David, Tait, John King Fredrick
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US16/163,883
• Publication Number:
  US 20190052754A1
• Time in Patent Office: 586 Days
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: H04L 65/1083 In-session procedures
• CPC Class Codes: H04L 65/1093 by adding participants; by removing participants
• CPC Class Codes: H04L 65/403 Arrangements for multi-party communication, e.g. for conferences data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15
• CPC Class Codes: H04M 2203/404 Collaboration among agents
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/563 User guidance or feature selection

Abstract

Non-limiting examples of the present disclosure describe insight-based routing that is used to improve processing during a communication of a help desk service. Real-time signal data is collected from a communication between a customer and a first support agent. The real-time signal data is evaluated to generate real-time insights for the communication. A determination is made as to whether the first needs assistance based on an evaluation of the real-time insights. A second support agent is identified to assist the first support agent based on a determination that the first support agent needs assistance. The second support agent is identified based on an application of a model that analyzes support agent data for a pool of support agents in correlation with the real-time insights. The second agent is then added to the communication to provide additional assistance in resolving a help desk case.

Claims

1. A method comprising:

collecting, through a help desk service, real-time signal data from a voice communication between a customer and a first support agent;

evaluating the real-time signal data to generate real-time insights for the voice communication, wherein the evaluating comprises computer analysis of a plurality of lexical and prosodic features of the voice communication;

determining that the first support agent needs assistance based on an evaluation of the real-time insights;

identifying a second support agent to assist the first support agent based on a determination that the first support agent needs assistance, wherein the identifying comprises selecting the second support agent, from a pool of support agents of the help desk service, based on an application of a model that analyzes support agent data, for the pool of support agents, in correlation with the real-time insights, wherein the support agent data comprises;

customer performance reviews of support agents from the pool of support agents, and

availability information for the support agents; and

adding the second support agent to the voice communication.

2. The method of claim 1, wherein the support agent data further comprises:

organizational reviews of the support agents, wherein the organizational reviews comprise data evaluating previous interactions, through the help desk service, involving the support agents.

3. The method of claim 1, wherein the support agent data further comprises:

agent self-evaluations that include a review of a technical expertise of the support agents and a review of communication skills of the support agents.

4. The method of claim 1, wherein the real-time signal data comprises data associated with the first support agent including a technical expertise of the first support agent, and wherein the evaluating further comprises generating a real-time insight based on an evaluation as to whether a query of the customer is outside of the technical expertise of the first support agent.

5. The method of claim 1 wherein the identifying of the second support agent is automatically initiated based on a determination that the query is outside of the technical expertise of the first support agent.

6. The method of claim 1, wherein the determination is made that the first support agent needs assistance based on a receipt of a user interface selection for agent assistance made by the customer during the voice communication, and wherein the identifying of the second support agent is automatically initiated based on the receipt of the user interface selection for assistance.

7. The method of claim 1, wherein the evaluating of the real-time signal data comprises generating real-time insights for:

a type of inquiry, an issue to resolve, a level of frustration of the customer, a risk for the customer leaving the help desk service, a profile associated with the customer and a profile associated with the first support agent.

8. The method of claim 7, wherein the generated real-time insights are provided in real-time to the first support agent during the voice communication.

9. A system comprising:

at least one processor; and

a memory, operatively connected with the at least one processor, storing computer-executable instructions that, when executed by the at least one processor, causes the at least one processor to execute a method that comprises;

collecting, through a help desk service, real-time signal data from a voice communication between a customer and a first support agent;

evaluating the real-time signal data to generate real-time insights for the voice communication, wherein the evaluating comprises computer analysis of a plurality of lexical and prosodic features of the voice communication;

determining that the first support agent needs assistance based on an evaluation of the real-time insights;

identifying a second support agent to assist the first support agent based on a determination that the first support agent needs assistance, wherein the identifying comprises selecting the second support agent, from a pool of support agents of the help desk service, based on an application of a model that analyzes support agent data, for the pool of support agents, in correlation with the real-time insights, wherein the support agent data comprises;

customer performance reviews of support agents from the pool of support agents, and

organizational reviews of the support agents, wherein the organizational reviews comprise data evaluating previous interactions, through the help desk service, involving the support agents; and

adding the second support agent to the voice communication.

10. The system of claim 9, wherein the support agent data further comprises:

agent self-evaluations that include a review of a technical expertise of the support agents and a review of communication skills of the support agents.

11. The system of claim 9, wherein the support agent data further comprises:

availability information for the support agents.

12. The system of claim 9, wherein the evaluating of the real-time signal data comprises identifying an issue of the customer, and wherein a determination that the first support agent needs assistance is made based on a scoring that analyzes how adequately the first support agent is addressing the issue based on evaluation of:

an interaction between the first support agent and the customer during the voice communication and profile data associated with the first support agent.

13. The system of claim 9, wherein the determination is made that the first support agent needs assistance based on a receipt of a user interface selection for agent assistance made by the first support agent during the voice communication, and wherein the identifying of the second support agent is automatically initiated based on the receipt of the user interface selection for assistance.

14. The system of claim 9, wherein the determination is made that the first support agent needs assistance based on a receipt of a user interface selection for agent assistance made by the customer during the voice communication, and wherein the identifying of the second support agent is automatically initiated based on the receipt of the user interface selection for assistance.

15. The system of claim 9, wherein the evaluating of the real-time signal data comprises generating real-time insights for:

a type of inquiry, an issue to resolve, a level of frustration of the customer, a risk for the customer leaving the help desk service, a profile associated with the customer and a profile associated with the first support agent.

16. The system of claim 15, wherein the generated real-time insights are provided in real-time to the first support agent during the voice communication.

17. A computer-readable storage device storing computer-executable instructions that, when executed by at least one processor, causes the at least one processor to execute a method comprising:

collecting, through a help desk service, real-time signal data from a voice communication between a customer and a first support agent;

evaluating the real-time signal data to generate real-time insights for the voice communication, wherein the evaluating comprises computer analysis of a plurality of lexical and prosodic features of the voice communication;

determining that the first support agent needs assistance based on an evaluation of the real-time insights;

identifying a second support agent to assist the first support agent based on a determination that the first support agent needs assistance, wherein the identifying comprises selecting the second support agent, from a pool of support agents of the help desk service, based on an application of a model that analyzes support agent data, for the pool of support agents, in correlation with the real-time insights, wherein the support agent data comprises;

agent self-evaluations that include a review of a technical expertise of the support agents and a review of communication skills of the support agents, and

availability information for the support agents; and

adding the second support agent to the voice communication.

18. The computer-readable storage device of claim 17, wherein the support agent data comprises:

customer performance reviews of support agents from the pool of support agents.

19. The computer-readable storage device of claim 17, wherein the support agent data comprises:

organizational reviews of the support agents.

20. The computer-readable storage device of claim 19, wherein the organizational reviews comprise data evaluating previous interactions, through the help desk service, involving the support agents.