System and method for predicting customer contact outcomes

• US 20040098274A1
• Filed: 11/15/2002
• Published: 05/20/2004
• Est. Priority Date: 11/15/2002
• Status: Abandoned Application

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Inventors: Shambaugh, Craig R., Dezonno, Anthony J., Martin, Jim F., Power, Mark J., Hymel, Darryl, Williams, Laird C., Bluestein, Jared, Venner, Kenneth
• Application Number:
  US10/295,275
• Publication Number:
  US 20040098274A1
• Time in Patent Office: Days
• US Class Current: 706/21
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

Systems and methods of predicting transaction outcomes based on monitoring customer and agent interactions in a customer contact center including monitoring a customer and agent interaction for current attributes and analyzing the current attributes and an attribute history to determine an outcome probability for the interaction. The outcome probability is indicated to the agent and the current attributes and the outcome probability are stored in the attribute history. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Claims

1. A method of predicting transaction outcomes based on monitoring customer and agent interactions in a customer contact center comprising the steps of:

monitoring a customer and agent interaction for current attributes;

analyzing the current attributes and an attribute history to determine an outcome probability for the interaction;

indicating the outcome probability to an agent associated with the interaction; and

storing the current attributes and the outcome probability in the attribute history.

2. The method of predicting transaction outcomes as in claim 1 wherein attributes include audio features, customer contact routing information, customer contact identification, and customer contact duration.

3. The method of predicting transaction outcomes as in claim 1 wherein the step of monitoring further comprises the step of extracting audio features from a communication system carrying the customer and agent interaction.

4. The method of predicting transaction outcomes as in claim 3 wherein the communication system comprises an automatic call distributor and a public switch telephone network.

5. The method of predicting transaction outcomes as in claim 3 wherein audio features comprise pitch, frequency, intensity, semantics, word rate, interruption rate, and silence duration.

6. The method of predicting transaction outcomes as in claim 1 wherein the step of monitoring customer contacts for attributes further comprises the step of loading a stored customer attribute profile.

7. The method of predicting transaction outcomes as in claim 6 wherein stored customer attribute profiles comprise stored customer contact success probabilities and stored customer contact attributes for existing customers.

8. The method of predicting transaction outcomes as in claim 7 wherein stored customer attribute profiles comprise a set of target customer contact success probabilities and target customer contact attributes for new customers.

9. The method of predicting transaction outcomes as in claim 1 wherein the step of analyzing the current customer contact attributes further comprises the step of using predictive statistics and data simulation to calculate an outcome probability.

10. The method of predicting transaction outcomes as in claim 9 wherein predictive statistics comprise a Bayesian network for operating on both the current customer contact attributes and the stored customer attribute profile.

11. The method of predicting transaction outcomes as in claim 9 wherein the data simulation comprises distribution modeling to simulate an outcome probability for a range of current audio features and stored audio features.

12. The method of predicting transaction outcomes as in claim 1 wherein the step of analyzing the current customer contact attributes further comprises the step of using predictive statistics and data simulation to calculate the audio features required by a target outcome probability.

13. The method of predicting transaction outcomes as in claim 12 wherein predictive statistics comprises a Bayesian network of current outcome probability and stored outcome probabilities.

14. The method of predicting transaction outcomes as in claim 12 wherein the data simulation comprises distribution modeling to simulate calculating at least one required audio feature for a range of current outcome probabilities and stored outcome probabilities.

15. The method of predicting transaction outcomes as in claim 1 wherein indicating the outcome probability further comprises displaying the outcome probability on a graphical user interface.

16. The method of predicting transaction outcomes as in claim 1 wherein indicating the outcome probability further comprises displaying the audio features required to modify the current outcome probability on a graphical user interface.

17. The method of predicting transaction outcomes as in claim 16 wherein the step of displaying the audio features required to modify the current outcome probability on a graphical user interface further comprises advising the agent as to modifying at least one required audio feature to obtain a target outcome probability.

18. The method of predicting transaction outcomes as in claim 1 wherein storing the current customer contact attributes further comprises adding the current customer contact attributes to the database of stored customer attributes.

19. The method of predicting transaction outcomes as in claim 1 wherein the step of storing the current attributes further comprises the steps of:

recording the customer and agent interaction to create a customer contact profile;

referencing the customer and agent interaction using at least one of ANI, DNIS, name, time, and customer contact length; and

retrieving the customer contact profile to analyze the customer and agent interaction.

20. A system of predicting transaction outcomes based on monitoring customer and agent interactions in a customer contact center comprising the steps of:

a customer and agent interaction monitor that retrieves current attributes of a customer and agent interaction; and

a processor that computes an outcome probability for the customer and agent interaction based upon an analysis of the current attributes and an attribute history;

whereby the outcome probability is indicated to an agent associated with the interaction.

21. The system of predicting transaction outcomes as in claim 20 wherein attributes include audio features, customer contact routing information, customer contact identification, and customer contact duration.

22. The system of predicting transaction outcomes as in claim 20 wherein the customer and agent interaction monitor extracts audio features from a communication system carrying the customer and agent interaction.

23. The system of predicting transaction outcomes as in claim 22 wherein the communication system comprises an automatic call distributor and a public switch telephone network.

24. The system of predicting transaction outcomes as in claim 22 wherein audio features comprise pitch, frequency, intensity, semantics, word rate, interruption rate, and silence duration.

25. The system of predicting transaction outcomes as in claim 20 wherein the customer and agent interaction monitor further comprises an interface to a database of customer attributes.

26. The system of predicting transaction outcomes as in claim 25 wherein the database of customer attributes further comprises stored customer contact success probabilities.

27. The system of predicting transaction outcomes as in claim 26 wherein the database of customer attributes further comprises a set of target customer contact success probabilities and target customer contact attributes for new customers.

28. The system of predicting transaction outcomes as in claim 20 wherein the processor further comprises capability to perform predictive statistics and data simulation to calculate an outcome probability.

29. The system of predicting transaction outcomes as in claim 28 wherein predictive statistics comprises a Bayesian network for operating on both the current attributes and a stored customer attribute profile.

30. The system of predicting transaction outcomes as in claim 28 wherein the data simulation comprises distribution modeling to simulate an outcome probability for a range of current audio features and stored audio features.

31. The system of predicting transaction outcomes as in claim 20 wherein the processor further comprises the capability to perform predictive statistics and data simulation to calculate audio features required by a target outcome probability.

32. The system of predicting transaction outcomes as in claim 31 wherein predictive statistics comprises a Bayesian network of current outcome probability and stored outcome probabilities.

33. The system of predicting transaction outcomes as in claim 31 wherein the data simulation comprises distribution modeling to simulate calculating at least one required audio feature for a range of current outcome probabilities and stored outcome probabilities.

34. The system of predicting transaction outcomes as in claim 20 further comprising a graphical user interface that displays the outcome probability to the agent associated with the interaction.

35. The system of predicting transaction outcomes as in claim 34 further comprising a graphical user interface that displays audio features required to modify the current outcome probability.

36. The system of predicting transaction outcomes as in claim 35 further comprising an advisor that indicates which audio feature to modify to obtain a target outcome probability.

37. The system of predicting transaction outcomes as in claim 20 further comprising a database for storing the current attributes.

38. The system of predicting transaction outcomes as in claim 20 further comprising a database record for the customer and agent interaction referenced by using at least one of ANI, DNIS, name, time, and customer contact length.

39. A system for predicting transaction outcomes based on monitoring customer and agent interactions in a customer contact center comprising the steps of:

means for monitoring a customer and agent interaction for current attributes;

means for analyzing the current attributes and an attribute history to determine an outcome probability for the interaction;

means for indicating the outcome probability to an agent associated with the interaction; and

means for storing the current attributes and the outcome probability in the attribute history.