System and method for predictive contacts

• US 7,010,115 B2
• Filed: 02/19/2002
• Issued: 03/07/2006
• Est. Priority Date: 12/13/2001
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Dezonno, Anthony J., Fechalos, William
• Primary Examiner(s): Tieu, Benny Q.
• Application Number:
  US10/078,049
• Publication Number:
  US 20030156704A1
• Time in Patent Office: 1,477 Days
• Field of Search: 379/265.02, 379/265.1, 379/265.11, 379/266.07, 379/266.08, 379/265.09
• US Class Current: 379/265.09
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

Disclosed is a method for distributing customer contacts to a transaction processing entity of a transaction processing system. The method includes predicting a time for assignment of a customer contact to a transaction processing entity in the transaction processing system. In an alternative embodiment, the method also includes finding a transaction processing entity that is available to process the customer contact and routing the customer contact to the found transaction processing entity. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that may 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 at least partially based upon use of the Internet for distributing customer contacts to a plurality of transaction processing entities of a transaction processing system, such method comprising:

providing a plurality of data applications for communicating through the Internet where each data application of the plurality of data applications operates under a different Internet format;

predicting a time for assignment of at least one customer contact to at least one transaction processing entity of the plurality of transaction processing entities in the transaction processing system;

using the Internet to set up the at least one customer contact using one of the plurality of data applications based upon the predicted time

determining that the at least one customer contact is one of the group consisting of a live customer contact and a contact with an unavailable customer;

when the customer contact is a live customer contact, assigning the customer contact to a transaction processing entity of the plurality of transaction processing entities based upon contact associated information; and

when the customer contact is a contact with an unavailable customer, assigning the customer contact to a queue so that transaction processing entities are assigned to the queue on a first-in, first-out basis as a transaction processing entity of the plurality of transaction processing entities become available.

2. The method of claim 1 wherein predicting further comprises modeling the transaction processing system as a time homogeneous Markov process of customer contacts entering and leaving the transaction processing system so that the assignment of a customer contact occurs when the at least one transaction processing entity is available to process the customer contact.

3. The method of claim 1 wherein the customer contact comprises at least one of chat session, telephone call, cellular call, radio call, satellite call, cable connection, facsimile, email, web session, instant message, Internet data application, voice over Internet Protocol call, and teleconference.

4. The method of claim 1 wherein the transaction processing system comprises a database of customer contact data wherein the data comprises at least one of email address, a chat room identifier, a telephone number, best time to contact information, discussion group name, and IP address.

5. The method of claim 1 wherein the transaction processing entity comprises a host computer for interfacing between the customer and the at least one transaction processing entity.

6. The method of claim 5 wherein the host computer interfaces to a data application server.

7. The method of claim 1 wherein the transaction processing entity comprises at least one of an agent, an agent station, a console, a terminal, and an interactive voice response unit.

8. The method of claim 1 wherein predicting further comprises utilizing contextual information to determine whether when a customer contact communication may end.

9. A method at least partially based upon use of the Internet for distributing customer contacts to a plurality of transaction processing entities of a transaction processing system, such method comprising:

providing a plurality of data applications for communicating through the Internet where each data application of the plurality of data applications operates under a different Internet format;

predicting a time for assignment of at least one customer contact to at least one transaction processing entity of the plurality of transaction processing entities in the transaction processing system;

setting up the customer contact through the Internet using one of the plurality of data applications;

determining that the customer contact is one of the group consisting of a live customer contact and a contact with an unavailable customer;

when the customer contact is a live customer contact, finding the at least one transaction processing entity to process the customer contact;

routing the at least one customer contact to the found at least one transaction processing entity using one of the plurality of data applications; and

when the customer contact is a contact with an unavailable customer, assigning the customer contact to a queue so that transaction processing entities are assigned to the queue on a first-in, first-out basis as a transaction processing entity of the plurality of transaction processing entities become available.

10. The method of claim 9 wherein predicting further comprises modeling the transaction processing system as a time homogenous Markov process of customer contact entering and leaving the transaction processing system so that the assignment of a customer contact occurs when the at least one transaction processing entity is available to process the customer contact.

11. The method of claim 9 wherein the customer contact comprises at least one of chat session, telephone call, cellular call, radio call, satellite call, cable connection, facsimile, e-mail, web session, instant message, Internet data application, voice over Internet Protocol call, and teleconference.

12. The method of claim 9 wherein the transaction processing system comprises a database of customer contact data wherein the data comprises at least one of e-mail address, a chat room identifier, a telephone number, best time to contact information, discussion group name, and IP address.

13. The method of claim 9 wherein the transaction processing entity comprises a host computer for interfacing between the customer and the at least one transaction processing entity.

14. The method of claim 13 wherein the host computer interfaces to a data application server.

15. The method of claim 13 wherein the host computer interfaces to at least one of least one of a telephone, Internet, radio, cellular, satellite, cable, facsimile, email, web, and video medium.

16. The method of claim 9 wherein the transaction processing entity comprises at least one of an agent, an agent station, a console, a terminal, and an interactive voice response unit.

17. The method of claim 9 wherein predicting further comprises utilizing contextual information to determine whether when a customer contact communication may end.

18. The method of claim 9 wherein finding a transaction processing entity further comprises retrieving agent availability information from an automatic call distributor of the transaction processing system.

19. The method of claim 9 wherein routing further comprises searching a database of customer contacts to determine whether the customer contact is an existing customer of the transaction processing system.

20. The method of claim 9 wherein routing further comprises sending customer contact associated information along with the customer contact to a found at least one transaction processing entity.

21. The method of claim 11 wherein connecting is performed by a matrix switch of an automatic call distributor.

22. A system at least partially based upon use of the Internet for distributing customer contacts to a plurality of transaction processing entities of a transaction processing system comprising:

a plurality of data applications for communicating through the Internet where each data application of the plurality of data applications operates under a different Internet format;

means for predicting a time for assignment of a customer contact to at least one transaction processing entity of the plurality of transaction processing entities in the transaction processing system;

means for setting up the customer contact through the Internet using one of the plurality of data applications;

means for determining that the customer contact is one of the group consisting of a live customer contact and a contact with an unavailable customer;

means for finding the at least one transaction processing entity of the plurality of transaction processing entities to process the customer contact when the customer contact is a live customer contact;

means for routing the customer contact to the found at least one transaction processing entity using one of the plurality of data applications; and

means for assigning the customer contact to a queue when the customer contact is a contact with an unavailable customer so that transaction processing entities are assigned to the queue on a first-in, first-out basis as a transaction processing entity of the plurality of transaction processing entities become available.

23. The system of claim 22 wherein means for predicting further comprises means for modeling the transaction processing system as a time homogeneous Markov process of customer contacts entering and leaving the transaction processing system so that the assignment of a customer contact occurs when the at least one transaction processing entity is available to process the customer contact.

24. The system of claim 22 wherein the customer contact comprises at least one of chat session, telephone call, cellular call, radio call, satellite call, cable connection, facsimile, email, web session, instant message, Internet data application, voice over Internet Protocol call, and teleconference.

25. The system of claim 22 wherein the transaction processing system comprises a database of customer contact data wherein the data comprises at least one of email address, a chat room identifier, a telephone number, best time to contact information, discussion group name, and IP address.

26. The system of claim 22 wherein the transaction processing entity comprises a host computer for interfacing between the customer and the at least one transaction processing entity.

27. The system of claim 26 wherein the host computer interfaces to a data application server.

28. The system of claim 26 wherein the host computer interfaces to at least one of least one of a telephone, Internet, radio, cellular, satellite, cable, facsimile, email, web, and video medium.

29. The system of claim 22 wherein the transaction processing entity comprises at least one of an agent, an agent station, a console, a terminal, and an interactive voice response unit.

30. The system of claim 22 wherein means for predicting further comprises means for utilizing contextual information to determine whether when a customer contact communication may end.

31. The system of claim 22 wherein means for finding a transaction processing entity further comprises means for retrieving agent availability information from an automatic call distributor of the transaction processing system.

32. The system of claim 22 wherein means for routing further comprises means for searching a database of customer contacts to determine whether the customer contact is an existing customer of the transaction processing system.

33. The system of claim 22 wherein means for routing further comprises means for sending customer contact associated information along with the customer contact to a found at least one transaction processing entity.

34. The system of claim 22 wherein means for routing is performed by a matrix switch of an automatic call distributor.

35. A system based upon use of the Internet for distributing a customer contact to one of a plurality of transaction processing entities of a transaction processing system comprising:

a plurality of data applications for communicating through the Internet where each data application of the plurality of data applications operates under a different Internet format;

a MakeMediaCall software function that establishes communication with the at least one customer using the Internet;

means for determining that the customer contact in the contact queue is one of the group consisting of a live customer contact and a contact with an unavailable customer;

a predictive customer contact manager to distribute the customer contact to a transaction processing entity of the plurality of transaction processing enties, when the customer contact is a live customer and when the transaction processing entity becomes available to process the customer contact;

a router that connects the customer contact to the available transaction processing entity using one of the plurality of data applications; and

a queue for contacts with unavailable customers so that transaction processing entities are assigned to the queue on a first-in, first-out basis as a transaction processing entity of the plurality of transaction processing entities become available.

36. The system of claim 35 wherein the predictive customer contact manager models the transaction processing system as a time homogeneous Markov process of customer contacts entering and leaving the transaction processing system.

37. The system of claim 35 wherein the transaction processing entity comprises at least one of an agent, an agent station, a console, a terminal, and an interactive voice response unit.

38. The system of claim 35 wherein the predictive customer contact manager interfaces to a data application server.

39. The system of claim 35 wherein the router comprises a matrix switch of an automatic call distributor.

40. The system of claim 35 wherein the predictive customer contact manager further comprises a contextual analyzer to determine when a customer contact communication may end.

41. The system of claim 35 wherein the predictive customer contact manager interfaces to at least one of telephone, Internet, radio, cellular, satellite, cable, facsimile, email, web, and video.

42. The system of claim 35 wherein the predictive customer contact manager interfaces with an automatic call distributor.

43. The system of claim 42 wherein the automatic call distributor provides agent availability information to the predictive customer contact manager.

44. The system of claim 35 wherein the customer contact comprises at least one of a telephone call, Voice over IP telephone call, chat session, email, instant messaging session, and teleconference.

45. The system of claim 35 further comprising a database of customer contacts that provides the predictive customer contact manager with customer contact data.