CONTACT CENTER SYSTEM AND METHOD FOR ADVANCED OUTBOUND COMMUNICATIONS TO A CONTACT GROUP

• US 20180337875A1
• Filed: 09/27/2017
• Published: 11/22/2018
• Est. Priority Date: 05/22/2017
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Friio, Andrea, Eidsvik, Bruce
• Granted Patent: US 10,554,595 B2
• Time in Patent Office: Days
• CPC Class Codes: G06N 20/20 Ensemble learning
• CPC Class Codes: G06N 3/045 Combinations of networks
• CPC Class Codes: G06N 3/084 Backpropagation, e.g. using gradient descent
• CPC Class Codes: G06N 5/04 Inference or reasoning models
• CPC Class Codes: G06N 5/045 Explanation of inference; Explainable artificial intelligence [XAI]; Interpretable artificial intelligence
• CPC Class Codes: G06Q 10/1093 Calendar-based scheduling for persons or groups
• CPC Class Codes: G06Q 50/14 Travel agencies
• CPC Class Codes: H04L 12/1895 for short real-time information, e.g. alarms, notifications, alerts, updates
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/1097 for distributed storage of data in networks, e.g. transport arrangements for network file system [NFS], storage area networks [SAN] or network attached storage [NAS]
• CPC Class Codes: H04L 67/133 Protocols for remote procedure calls [RPC]
• CPC Class Codes: H04L 67/141 Setup of application sessions admission control or resource allocation in data switching networks H04L47/70
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54

Abstract

A method of establishing communication across contact center systems of unaffiliated entities includes receiving a first signal from a first server of a first contact center system, the first signal being indicative of an event associated with a first entity of the unaffiliated entities, identifying a user based on an identifier embedded within the first signal, identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user, predicting impact of the event on the one or more second entities, identifying a particular entity from among the one or more second entities predicted to be impacted by the event, and generating a second signal for transmission to a second server of a second contact center system associated with the identified particular entity, the second signal including data corresponding to the user and the event.

Claims

1. A method of establishing communication across contact center systems of unaffiliated entities based on machine learning, the method comprising:

receiving, by the processor, a first signal from a first server of a first one of the contact center systems, the first signal being indicative of an event associated with a first entity of the unaffiliated entities;

identifying, by the processor, a user based on an identifier embedded within the first signal;

identifying, by the processor, one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user;

predicting, by the processor, impact of the event on the one or more second entities;

identifying, by the processor, a particular entity from among the one or more second entities predicted to be impacted by the event; and

generating, by the processor, a second signal for transmission to a second server of a second one of the contact center systems associated with the identified particular entity, the second signal comprising data corresponding to the user and the event.

2. The method of claim 1, wherein the event is associated with a user interaction with the first entity.

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

identifying the event as an open event, an update event, or a close event;

in response to identifying the event as the open event, generating, by the processor, a service record associated with the user, the first entity, and the event;

in response to identifying the event as the update event, updating, by the processor, the service record associated with the user, the first entity, and the event; and

in response to identifying the event as the close event, closing, by the processor, the service record associated with the user, the first entity, and the event.

4. The method of claim 1, wherein the identifying of the particular entity further comprises:

identifying, by the processor, an open service record associating the particular entity and the user with a previous event.

5. The method of claim 1, wherein the one or more second entities are predicted to be impacted within a threshold level of confidence.

6. The method of claim 1, wherein the predicting the impact comprises:

maintaining, by the processor, a model for each particular industry vertical of a plurality of industry verticals, each of the models modeling a correlation of a plurality of first events associated with the particular industry vertical to other ones of the plurality of industry verticals;

identifying, by the processor, the particular industry vertical associated with the first entity associated with the event;

retrieving, by the processor, the model for the identified particular industry vertical;

providing, by the processor, information on the event to the retrieved model;

receiving, by the processor, identification of one or more second industry verticals correlated to the event; and

determining, by the processor, whether the one or more second entities are associated with the one or more second industry verticals.

7. The method of claim 6, further comprising:

monitoring, by the processor, a second event generated by the identified particular entity, the identified particular entity being associated with the one or more second industry verticals; and

updating, by the processor, a corresponding model for the identified particular industry vertical based on the second event.

8. The method of claim 1, further comprising receiving, by the processor, a user selection from one of the unaffiliated entities, the user selection comprising the one or more second entities trusted by the user.

9. The method of claim 8, wherein the identifying the one or more second entities is based on the user selection.

10. The method of claim 8, wherein the event is one among a plurality of predetermined events associated with the first one of the contact center systems that are predefined by the cross-entity server.

11. A cross-entity communication system for establishing communication across contact center systems of unaffiliated entities, the cross-entity communication system being external to the contact center systems of the unaffiliated entities, the system comprising:

a processor; and

memory storing instructions that, when executed on the processor, cause the processor to perform;

receiving a first signal from a first server of a first one of the contact center systems, the first signal being indicative of an event associated with a first entity of the unaffiliated entities;

identifying a user based on an identifier embedded within the first signal;

identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user;

predicting impact of the event on the one or more second entities;

identifying a particular entity from among the one or more second entities predicted to be impacted by the event; and

generating a second signal for transmission to a second server of a second one of the contact center systems associated with the identified particular entity, the second signal comprising data corresponding to the user and the event.

12. The system of claim 11, wherein the event is associated with a user interaction with the first entity.

13. The system of claim 11, wherein the identifying of the particular entity further comprises:

identifying an open service record associating the particular entity and the user with a previous event.

14. The system of claim 11, wherein the one or more second entities are predicted to be impacted within a threshold level of confidence.

15. The system of claim 11, wherein the predicting the impact comprises:

maintaining a model for each particular industry vertical of a plurality of industry verticals, each of the models modeling a correlation of a plurality of first events associated with the particular industry vertical to other ones of the plurality of industry verticals;

identifying the particular industry vertical associated with the first entity associated with the event;

retrieving the model for the identified particular industry vertical;

providing information on the event to the retrieved model;

receiving identification of one or more second industry verticals correlated to the event; and

determining whether the one or more second entities are associated with the one or more second industry verticals.

16. The system of claim 15, wherein the instructions further cause the processor to perform:

monitoring a second event generated by the identified particular entity, the identified particular entity being associated with the one or more second industry verticals; and

updating a corresponding model for the identified particular industry vertical based on the second event.

17. The system of claim 11, wherein the instructions further cause the processor to perform:

receiving a user selection from one of the unaffiliated entities, the user selection comprising the one or more second entities trusted by the user.

18. The system of claim 17, wherein the identifying the one or more second entities is based on the user selection.

19. The system of claim 17, wherein the event is one among a plurality of predetermined events associated with the first one of the contact center systems that are predefined by the cross-entity server.

20. A system for establishing communication across contact center systems of unaffiliated entities, the system being external to the contact center systems of the unaffiliated entities, the system comprising:

means for receiving a first signal from a first server of a first one of the contact center systems, the first signal being indicative of an event associated with a first entity of the unaffiliated entities;

means for identifying a user based on an identifier embedded within the first signal;

means for identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user;

means for predicting impact of the event on the one or more second entities;

means for identifying a particular entity from among the one or more second entities predicted to be impacted by the event; and

means for generating a second signal for transmission to a second server of a second one of the contact center systems associated with the identified particular entity, the second signal comprising data corresponding to the user and the event.