PREDICTION OF CONTACT CENTER INTERACTIONS

• US 20160241712A1
• Filed: 02/13/2015
• Published: 08/18/2016
• Est. Priority Date: 02/13/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Denby, Lorraine, Ju, Wen-Hua, Tendick, Patrick
• Granted Patent: US 10,348,895 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• 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 7/0042 where the data service is a text-based messaging service H04M7/0054 takes precedence

Abstract

In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.

Claims

1. A system comprising:

a communication analyzer configured to identify one or more metrics for a communication session between a user and a self-service application and determine, based on the one or more metrics, a pattern that will likely predict an initial outcome of the communication session with the self-service application; and

a communication manager configured change a way of managing the user in the communication session with the self-service application in response to determining the pattern that will likely predict the initial outcome of the communication session with the self-service application.

2. The system of claim 1, wherein the communication session is a voice communication session, wherein the self-service application is an Interactive Voice Response (IVR) system, wherein the pattern comprises a path navigated through a plurality of IVR menus by the user and a time period associated with the path navigated through the plurality of IVR menus by the user, and wherein changing the way of managing the user in the communication session comprises routing the communication session to a contact center agent.

3. The system of claim 1, wherein the communication session is a voice communication session, wherein the self-service application is an Interactive Voice Response (IVR) system, wherein the pattern is a path navigated through a plurality of IVR menus by the user and a time period associated with the path navigated through the plurality of IVR menus by the user and wherein the communication analyzer is further configured to:

automatically gather statistics for a plurality of previous interactions with the path navigated through the plurality of IVR menus and the time period associated with the path navigated through of the plurality of IVR menus and determine that the pattern that will likely predict the initial outcome of the voice communication session is the path navigated through of a plurality of IVR menus and the time period associated with the path navigated through the plurality of menus.

4. The system of claim 1, wherein the communication session is a voice communication session, wherein the self-service application is an Interactive Voice Response (IVR) system, wherein the pattern comprises a language or dialect selected or spoken by the user and a number of non-responses to one or more IVR menus, and wherein changing the way of managing the user in the communication session comprises switching the voice communication session to a text based communication session.

5. The system of claim 1, wherein the communication session is a web communication session and wherein the self-service application is an interactive web application.

6. The system of claim 1, wherein the one or more metrics comprises at least one of the following:

a number of invalid responses to an Interactive Voice Response (IVR) menu;

a number of replays of an the IVR menu;

a number of non-responses to the IVR menu;

navigation of different paths of a plurality of IVR menus;

a time in responding to the IVR menu;

a duration of the communication session;

a path navigated through a plurality of IVR menus;

a communication session history of the user;

a telephone number of the user;

an area code of the telephone number of the user;

a language or dialect spoken or selected by the user;

one or more IVR menu choices;

a user category;

a user history;

if the user has installed an application on a communication endpoint; and

demographic information of the user.

7. The system of claim 1, wherein changing the way of managing the user in the communication session comprises at least one of the following:

routing the communication session to a general purpose contact center agent;

routing the communication session to a specific type of contact center agent;

changing one or more Interactive Voice Response menus;

switching the communication session to a different media;

conferencing in a supervisor into an IM communication session;

automatically sending a document to the user; and

sending a callback telephone number to the user.

8. A method comprising:

identifying, by one or more processors, one or more metrics for a communication session between a user and a self-service application;

determining, by the one or more processors, based on the one or more metrics, a pattern that will likely predict an initial outcome of the communication session with the self-service application; and

in response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, changing a way of managing the user in the communication session with the self-service application.

9. The method of claim 8, wherein the communication session is a voice communication session, wherein the self-service application is an Interactive Voice Response (IVR) system, wherein the pattern comprises a path navigated through a plurality of IVR menus by the user and a time period associated with the path navigated through the plurality of IVR menus by the user, and wherein changing the way of managing the user in the communication session comprises routing the communication session to a contact center agent.

10. The method of claim 8, wherein the communication session is a voice communication session, wherein the self-service application is an Interactive Voice Response (IVR) system, wherein the pattern is a path navigated through a plurality of IVR menus by the user and a time period associated with the path navigated through the plurality of IVR menus by the user and further comprising:

automatically gathering statistics for a plurality of previous interactions with the path navigated through the plurality of IVR menus and the time period associated with the path navigated through of the plurality of IVR menus; and

determining that the pattern will likely predict the initial outcome of the voice communication session is the path navigated through of a plurality of IVR menus and the time period associated with the path navigated through the plurality of menus.

11. The method of claim 8, wherein the communication session is a voice communication session, wherein the self-service application is an Interactive Voice Response (IVR) system, wherein the pattern comprises a language or dialect spoken or selected by the user and a number of non-responses to one or more IVR menus, and wherein changing the way of managing the user in the communication session comprises switching the voice communication session to a text based communication session.

12. The method of claim 8, wherein the communication session is a voice communication session, wherein the self-service application is an Interactive Voice Response (IVR) system, wherein the pattern comprises a path navigated through a plurality of IVR menus by the user and a time period associated with the path navigated through the plurality of IVR menus by the user, and wherein changing the way of managing the user in the communication session comprises changing one or more of the plurality of IVR menus.

13. The method of claim 8, wherein the communication session is a web communication session, wherein the self-service application is an interactive web application.

14. The method of claim 8, wherein the one or more metrics comprises at least one of the following:

a number of invalid responses to an Interactive Voice Response (IVR) menu;

a number of replays of an the IVR menu;

a number of non-responses to the IVR menu;

navigation of different paths of a plurality of IVR menus;

a time in responding to the IVR menu;

a duration of the communication session;

a path navigated through a plurality of IVR menus;

a communication session history of the user;

a telephone number of the user;

an area code of the telephone number of the user;

a language or dialect spoken or selected by the user;

one or more IVR menu choices;

a user category;

a user history;

if the user has installed an application on a communication endpoint; and

demographic information of the user.

15. The method of claim 8, wherein the pattern that will likely predict the initial outcome of the communication session is based on patterns of a plurality of previous interactions with a plurality previous users of the self-service application.

16. A method comprising:

receiving, a text interaction on a topic at a contact center, wherein the text interaction is between a user and a contact center agent;

analyzing the text interaction to detect a pattern in the text interaction;

determining, based on the pattern in the text interaction, a pattern that will likely predict an initial outcome of the text interaction; and

in response to determining the pattern will likely predict the initial outcome of the text interaction, changing the way of managing the user in the text interaction.

17. The method of claim 16, wherein the text interaction is a series of emails between the user and the contact center agent and wherein changing the way of managing the user in the text interaction is to bring in a technical specialist to respond to the series of emails between the user and the contact center agent.

18. The method of claim 16, wherein analyzing the text interaction to detect the pattern in the text interaction is based on one or more of the following:

a previous text interaction by the user;

identification of one or more keywords;

installation of an application on a device of the user;

an account of the user on a web site;

a social media posting by the user;

a tweet by the user; and

a number of followers of the user on a social media network.

19. The method of claim 16, wherein the text interaction is a series of emails or social media postings between the user and the contact center agent and wherein changing the way of managing the user in the text interaction is initiating a voice communication session to the user.

20. The method of claim 16, wherein the text interaction is an instant messaging session between the user and the contact center agent and wherein changing the way of managing the user in the text interaction is to bring a supervisor or technical specialist onto the instant messaging session.