Routing of contacts based on predicted escalation time
First Claim
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1. A system, comprising:
- a storage device, coupled to a processing device, that stores computer-executable components, comprising;
a prediction component that predicts a time period associated with a likelihood of an escalation for a contact, the time period is based on a defined criterion changeable from one user to another user, wherein the escalation is an abandonment of an initial request in favor of another request requiring a first resource of the contact center that is determined to be more expensive than a second resource required by the initial request;
a routing component that routes the contact based on the likelihood of the escalation; and
an artificial intelligence component that determines the likelihood of the escalation for the contact based on an artificial intelligence model.
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Abstract
Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to escalate a contact that is forwarded to a contact center, and hence facilitate resource matching based on such prediction. Accordingly, proactive and anticipatory contact interaction is enabled, wherein routing of contacts occur in-part based on predicted likelihood of escalations.
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Citations
20 Claims
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1. A system, comprising:
a storage device, coupled to a processing device, that stores computer-executable components, comprising; a prediction component that predicts a time period associated with a likelihood of an escalation for a contact, the time period is based on a defined criterion changeable from one user to another user, wherein the escalation is an abandonment of an initial request in favor of another request requiring a first resource of the contact center that is determined to be more expensive than a second resource required by the initial request; a routing component that routes the contact based on the likelihood of the escalation; and an artificial intelligence component that determines the likelihood of the escalation for the contact based on an artificial intelligence model. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method of routing a contact, comprising:
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predicting, by a contact center device comprising a processor, a time for an escalation likelihood of a contact received by the contact center device via a prediction component, wherein the time period is based on a first criterion changeable from one user identity to another user identity; employing the time for the escalation likelihood as a second criterion for resource matching by the contact center; routing the contact based on the escalation likelihood; and determining a percentage chance of the likelihood of the escalation of the contact based on an artificial intelligence model. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A contact center system, comprising:
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means for predicting a time for an escalation likelihood of a contact, wherein the time for the escalation likelihood is employed as at least part of a model for resource matching in the contact center system and the time period is based on a criterion changeable from one user identity to another user identity; means for routing the contact based on the escalation likelihood; and means for determining a percentage chance of the likelihood of the escalation of the contact based on an artificial intelligence model. - View Dependent Claims (20)
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Specification