ELECTRONIC COMMUNICATION ROUTING BASED DATA ACCURACY

• US 20170149969A1
• Filed: 11/24/2015
• Published: 05/25/2017
• Est. Priority Date: 11/24/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Mockus, Audris, Pal, Biswajyoti
• Granted Patent: US 9,854,098 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 16/3329 Natural language query formulation or dialogue systems
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/216 Handling conversation history, e.g. grouping of messages in sessions or threads
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/5108 Secretarial services
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

An electronic communication is received from a first communication device by a multi-tasking operating system. For example, a customer has entered a service request at a web site, which is received by the multi-tasking operating system. The electronic communication comprises a plurality of items of information associated with a service request. An accuracy level for the plurality of items of information is determined. The accuracy level for the plurality of items is based on a history of prior electronic communications. In response to determining the accuracy level for the plurality of items of information associated with the service request, a communication system associated with a contact center and/or a contact center agent is identified. In response to identifying the communication system associated with the contact center and/or contact center agent, the electronic communication is routed to the communication system associated with the contact center and/or contact center agent.

Claims

1. A system for routing electronic communications comprising:

a microprocessor,

a computer readable medium, coupled with the microprocessor;

a routing system executed by the microprocessor receives an electronic communication from a first communication device, wherein the electronic communication comprises a plurality of items of information associated with a service request, and, in response to identifying a communication system associated with a contact center and/or a contact center agent, route the electronic communication to the communication system; and

a data analysis system executed by the processor that determines an accuracy level for the plurality of items of information associated with the service request, wherein the accuracy level for the plurality of items is based on a history of prior electronic communications, and, in response to determining the accuracy level for the plurality of items of information associated with the service request, identifies the communication system.

2. The system of claim 1, wherein the plurality of items comprise a problem description and one or more classification fields that are used to determine the accuracy level and wherein the data analysis system determines the accuracy level for the problem description and the one or more classification fields by:

determining that the accuracy level is below a threshold; and

determining one or more discrepancies between the problem description and the one or more classification fields in response to determining that the accuracy level is below a threshold, wherein routing the electronic communication to the communication system associated with the contact center and/or contact center agent is based on the one or more discrepancies.

3. The system of claim 2, wherein the threshold comprises a plurality of thresholds and wherein the plurality of thresholds are used to determine three or more different communication systems associated with the contact center and/or contact center agent.

4. The system of claim 2, wherein the routing system sends a message to the contact center agent that identifies the one or more discrepancies between the problem description field and the classification field.

5. The system of claim 2, wherein the data analysis system detects a pattern in the one or more discrepancies;

and does one of the following in response to detecting the pattern;

changes a description of at least one of the one or more classification fields in an input menu;

changes a selection in the at least one of the one or more classification fields in the input menu;

or

adds an additional classification field in the input menu.

6. The system of claim 1, wherein the data analysis system receives a list of stop words or phrases specific to a product or service associated with the service request;

and filters the problem description based on the list of stop words.

7. The system of claim 1, wherein the accuracy level based on the history of prior electronic communications is determined based on a training set of prior electronic communications and a test set of prior electronic communications for a specific group of contact center agents.

8. The system of claim 7, wherein the electronic communication is added to the training set or the test set to more accurately determine the accuracy level.

9. The system of claim 1, wherein the accuracy level for the plurality of items of information associated with the service request is determined based on a specific technical term associated with a product or service.

10. The system of claim 9, wherein the specific technical term associated with the service request also has an acronym for the specific technical term and wherein the technical term and the acronym for the specific term are used by an algorithm to determine the accuracy level for the plurality of items associated with the service request.

11. A method for routing electronic communications comprising:

receiving, by a processor, an electronic communication from a first communication device, wherein the electronic communication comprises a plurality of items of information associated with a service request;

determining, by the processor, an accuracy level for the plurality of items of information associated with the service request, wherein the accuracy level for the plurality of items is based on a history of prior electronic communications;

in response to determining the accuracy level for the plurality of items of information associated with the service request, identifying, by the processor, a communication system associated with a contact center and/or a contact center agent; and

in response to identifying the communication system associated with the contact center and/or contact center agent, routing, by the processor, the electronic communication to the communication system.

12. The method of claim 11, wherein the plurality of items comprise a problem description and one or more classification fields that are used to determine the accuracy level and wherein determining the accuracy level between the plurality of items of information comprises:

determining that the accuracy level is below a threshold;

in response to determining that the accuracy level is below a threshold, determining one or more discrepancies between the problem description and the one or more classification fields, wherein routing the electronic communication to the communication system associated with the contact center and/or contact center agent is based on the one or more discrepancies.

13. The method of claim 12, wherein the threshold comprises a plurality of thresholds and wherein the plurality of thresholds are used to determine three or more different communication systems associated with the contact center and/or contact center agent.

14. The method of claim 12, further comprising:

sending a message to the contact center agent that identifies the one or more discrepancies between the problem description field and the classification field.

15. The method of claim 12, further comprising:

detecting a pattern in the one or more discrepancies; and

in response to detecting the pattern doing one of the following;

changing a description of at least one of the one or more classification fields in an input menu;

changing a selection in the at least one of the one or more classification fields in the input menu;

or

adding an additional classification field in the input menu.

16. The method of claim 11, further comprising:

receiving a list of stop words or phrases specific to a product or service associated with the service request; and

filtering the problem description based on the list of stop words.

17. The method of claim 11, wherein the accuracy level based on the history of prior electronic communications is determined based on a training set of prior electronic communications and a test set of prior electronic communications for a specific group of contact center agents.

18. The method of claim 17, wherein the electronic communication is added to the training set or the test set to more accurately determine the accuracy level.

19. The method of claim 11, wherein the accuracy level for the plurality of items of information associated with the service request is determined based on a specific technical term associated with a product or service.

20. A persistent computer program product comprising a computer readable storage medium having stored thereon instructions that, when executed, cause a processor to perform a method, the instructions comprising:

instructions to receive an electronic communication from a first communication device, wherein the electronic communication comprises a plurality of items of information associated with a service request;

instructions to determine an accuracy level for the plurality of items of information associated with the service request, wherein the accuracy level for the plurality of items is based on a history of prior electronic communications;

in response to determining the accuracy level for the plurality of items of information associated with the service request, instructions to identify a communication system associated with a contact center and/or contact center agent; and

in response to identifying the communication system associated with the contact center and/or contact center agent, instructions to route the electronic communication to the communication system of the contact center and/or contact center agent.