SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS IN AN ENTERPRISE

• US 20150358463A1
• Filed: 06/09/2014
• Published: 12/10/2015
• Est. Priority Date: 06/09/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: O'Connor, Neil, McCormack, Tony
• Granted Patent: US 10,469,662 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• 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 a communication session with a customer of an enterprise, comprising:

a monitoring module configured to monitor one or more attributes associated with the communication session;

an analysis module configured to determine a plurality of resources required for managing the communication session based on the attributes;

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.

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

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

4. The system of claim 1, wherein the attributes associated with the communication session comprises at least one of content, context, status, and emotion.

5. The system of claim 4, wherein the attributes associated with the communication session are determined via at least one of speech analysis system, image analysis system, and text analysis system.

6. The system of claim 1, wherein the resources required for managing the communication session comprises human agents working in the enterprise.

7. The system of claim 1, wherein the management module is configured to allocate the determined plurality of resources required for managing the communication session based on the attributes.

8. The system of claim 7, wherein the management module is configured to de-allocate at least one of the plurality of allocated resources from the communication session based on the attributes.

9. A computer-implemented method for managing a communication session with a customer of an enterprise, the method comprising:

monitoring one or more attributes associated with the communication session;

determining a plurality of resources required for managing the communication session based on the attributes; and

managing allocation of the resources for the communication session, wherein the allocation is refined during the communication session based on the attributes.

10. The computer-implemented method of claim 9, wherein the communication session is a conference session.

11. The computer-implemented method of claim 10, wherein the conference session comprises at least one of audio conference session, video conference session, and text conference session.

12. The computer-implemented method of claim 9, the attributes associated with the communication session comprise at least one of content, context, status, and emotion.

13. The computer-implemented method of claim 9, wherein the attributes associated with the communication session are determined via at least one of speech analysis system, image analysis system, and text analysis system.

14. The computer-implemented method of claim 9, wherein the managing allocation of the resources comprises allocation of the plurality of resources required for managing the communication session based on the attributes.

15. The computer-implemented method of claim 14, wherein the managing allocation of the resources further comprises de-allocation of the at least one of the plurality of allocated resources from the communication session based on the attributes.

16. A computer-implemented method for managing customer interactions in an enterprise, the method comprising:

determining at least one objective of an on-going customer communication;

allocating one or more resources to manage the on-going customer communication based on the determined at least one objective;

monitoring the on-going customer communication to determine emotion of the customer; and

refining allocation of resources for managing the on-going customer communication based on the emotion of the customer.

17. The computer-implemented method of claim 16, wherein the at least one objective is determined via at least one of speech analysis system, image analysis system, and text analysis system.

18. The computer-implemented method of claim 16, wherein emotion of the customer is determined via at least one of speech analysis system, image analysis system, and text analysis system.

19. The computer-implemented method of claim 16, wherein the refining allocation of resources comprises allocation of at least one new resource for managing the on-going customer communication based on the emotion of the customer.

20. The computer-implemented method of claim 16, wherein the refining allocation of resources comprises de-allocation of at least one allocated resource from the on-going customer communication based on the emotion of the customer.