Precalculated caller-agent pairs for a call center routing system
First Claim
1. A computer implemented method for pre-processing caller-agent pairs in a call-center routing environment, the method comprising the acts of:
- determining, by one or more computers, at least one agent data for each agent of a set of agents, wherein the agent data comprises one or more of demographic data or psychographic data;
determining, by the one or more computers, at least one caller data for each potential future caller of a set of potential future callers selected based on one or more criteria, wherein the caller data comprises one or more of demographic data or psychographic data;
determining for each of the selected potential future callers, by the one or more computers, multiple scores, with each of the scores comprising a score for the respective potential future caller paired with a different one of the agents in the set of agents to obtain respective scores for different caller-agent pairs for the respective future caller using the agent data and the caller data in a multi-data element pattern matching algorithm that matches at least one or more of demographic data or psychographic data, to increase the chance of an optimal interaction;
storing, by the one or more computers, the determined scores for caller-agent pairs;
obtaining, by the one or more computers, call connections to a set of callers including to one of the potential future callers;
retrieving, by the one or more computers, the scores for multiple of the caller-agent pairs for the one potential future caller; and
matching, by the one or more computers, the call connection to the one potential future caller to one of the agents based at least in part on the stored scores of caller-agent pairs retrieved for the one potential future caller.
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Abstract
Systems and methods are disclosed for preprocessing caller-agent pairs in a contact routing center, along with an intelligent routing system. A method includes determining at least one agent data for each agent of a set of agents, determining at least one caller data for each caller of a set of callers, and determining a score for each possible caller-agent pair of the set of agents and the set of callers using the agent data and the caller data in a pattern matching algorithm. The scores for each possible caller-agent pair may then be stored, e.g., in a look-up table, for retrieval, where matching a caller of the set of callers to an agent of the set of agents is based on the previously determined or calculated scores. For example, the caller-agent pair having the best score of all potential caller-agent pairs may be connected.
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Citations
28 Claims
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1. A computer implemented method for pre-processing caller-agent pairs in a call-center routing environment, the method comprising the acts of:
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determining, by one or more computers, at least one agent data for each agent of a set of agents, wherein the agent data comprises one or more of demographic data or psychographic data; determining, by the one or more computers, at least one caller data for each potential future caller of a set of potential future callers selected based on one or more criteria, wherein the caller data comprises one or more of demographic data or psychographic data; determining for each of the selected potential future callers, by the one or more computers, multiple scores, with each of the scores comprising a score for the respective potential future caller paired with a different one of the agents in the set of agents to obtain respective scores for different caller-agent pairs for the respective future caller using the agent data and the caller data in a multi-data element pattern matching algorithm that matches at least one or more of demographic data or psychographic data, to increase the chance of an optimal interaction; storing, by the one or more computers, the determined scores for caller-agent pairs; obtaining, by the one or more computers, call connections to a set of callers including to one of the potential future callers; retrieving, by the one or more computers, the scores for multiple of the caller-agent pairs for the one potential future caller; and matching, by the one or more computers, the call connection to the one potential future caller to one of the agents based at least in part on the stored scores of caller-agent pairs retrieved for the one potential future caller. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A system for routing callers to agents in a call center routing environment, comprising:
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one or more computers configured with program code, that when executed, performs the step; determining, by the one or more computers, at least one agent data for each agent of a set of agents, wherein the agent data comprises one or more of demographic data or psychographic data; determining, by the one or more computers, at least one caller data for each potential future caller of a set of potential future callers, selected based on one or more criteria, wherein the caller data comprises one or more of demographic data or psychographic data; determining for each of the selected potential future callers, by the one or more computers, multiple scores, with each of the scores comprising a score for the respective potential future caller paired with a different one of the agents in the set of agents to obtain respective scores for different caller-agent pairs for the respective future caller using the agent data and the caller data in a multi-data element pattern matching algorithm that matches at least one or more of demographic data or psychographic data, to increase the chance of an optimal interaction; storing, by the one or more computers, the determined scores for each possible caller-agent pair; obtaining, by the one or more computers, call connections to a set of callers including to one of the potential future callers; retrieving, by the one or more computers, the scores for multiple of the caller-agent pairs for the one potential future caller; and matching, by the one or more computers, the call connection to the one potential future caller to one of the agents based at least in part on the stored scores of caller-agent pairs retrieved for the one potential future caller. - View Dependent Claims (16, 17, 18, 19, 20, 21, 22, 23, 24)
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25. A non-transitory computer readable storage medium comprising computer readable instructions for carrying out, when executed by one or more computers, the method of:
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determining, by the one or more computers, at least one agent data for each agent of a set of agents wherein the agent data comprises one or more of demographic data or psychographic data; determining, by the one or more computers, at least one caller data for each potential future caller of a set of potential future callers, selected based on one or more criteria, wherein the caller data comprises one or more of demographic data or psychographic data determining for each of the selected potential future callers, by the one or more computers, multiple scores, with each of the scores comprising a score for the respective potential future caller paired with a different one of the agents in the set of agents to obtain respective scores for different caller-agent pairs for the respective future caller using the agent data and the caller data in a multi-data element pattern matching algorithm that matches at least demographic data, to increase the chance of an optimal interaction; storing, by the one or more computers, the determined scores for each possible caller-agent pair; obtaining, by the one or more computers, call connections to a set of callers including to one of the potential future callers; retrieving, by the one or more computers, the scores for multiple of the caller-agent pairs for the one potential future caller; and matching, by the one or more computers, the call connection to the one potential future caller to one of the agents based at least in part on the stored scores of caller-agent pairs retrieved for the one potential future caller. - View Dependent Claims (26, 27, 28)
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Specification