Routing user communications to agents

• US 9,313,332 B1
• Filed: 10/11/2013
• Issued: 04/12/2016
• Est. Priority Date: 11/28/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Angel.com, Inc. (Genesys Cloud Services Incorporated)
• Inventors: Kumar, Praphul, Wellman, Aaron, Bouzid, Ahmed Tewfik
• Primary Examiner(s): Huynh, Van D
• Application Number:
  US14/051,901
• Time in Patent Office: 914 Days
• Field of Search: 379/88.01, 379/265.07
• US Class Current: 1/1
• CPC Class Codes: G06F 21/32 using biometric data, e.g. fingerprints, iris scans or voiceprints
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G10L 17/24 the user being prompted to utter a password or a predefined phrase
• CPC Class Codes: G16H 10/60 for patient-specific data, e.g. for electronic patient records
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/554 Data synchronization
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.

Claims

1. A computer-implemented method comprising:

receiving, at a call handling platform, a first call placed by a first caller to a first calling number;

computing, by the call handling platform, a first experience score for the first caller based on measuring a first subset of data points corresponding to an interaction between the first caller and an interactive voice response (IVR) module associated with the call handling platform, wherein the first experience score provides a numerical measure of a level of satisfaction of the first caller in interacting with the IVR module during the first call;

determining, by the call handling platform, to route the first call to a human agent based on the first experience score;

in response to determining to route the first call to a human agent;

accessing, by the call handling platform, historical data corresponding to past calls placed by the first caller and received by human agents, wherein the historical data includes information on interactions between the first caller and the human agents during the past calls;

obtaining, by the call handling platform, agent scores associated with the human agents, wherein the agent scores provide information on a level of performance skills associated with the human agents in interacting with callers;

matching, by the call handling platform, the first caller to a first human agent at a first call center based on one or both of the historical data and the agent scores; and

routing, by the call handling platform, the first call to the first human agent at the first call center;

enabling a first customer of the call handling platform that is associated with the first calling number to select the first subset of data points from a group of data points available at the call handling platform; and

enabling the first customer of the call handling platform to configure values for the first subset of data points.

2. The method of claim 1, wherein enabling the first customer of the call handling platform to configure the values for the first subset of data points comprises enabling the first customer to use an Internet-based browser user interface associated with the call handling platform to configure the values for the first subset of data points.

3. The method of claim 1, further comprising:

selecting the first subset of data points from the group consisting of;

a number of no inputs by a caller placing a call to the call handling platform, wherein each no input corresponds to an instance of failure of the caller to respond to a query by the call handling platform,

a number of no matches by a caller placing a call to the call handling platform, wherein each no match corresponds to an instance of the caller providing a response to a query by the call handling platform that does not match a pre-determined response expected by the call handling platform, a number of tasks not completed by a caller placing a call to the call handling platform, wherein each task not completed indicates an instance of the caller failing to complete successfully a task that has been requested by the call handling platform,

a number of zero actions by a caller placing a call to the call handling platform, wherein each zero action corresponds to an instance of the caller providing a preconfigured input indicating an attempt to connect to a human agent irrespective of a query by the call handling platform,

a time to zero out by a caller placing a call to the call handling platform, wherein the time to zero out indicates how quickly the caller attempts to talk to a human agent after the call is connected, and

a wait time of a caller placing a call to the call handling platform, wherein the wait time of the caller indicates how long the caller has to wait before being connected to a human agent.

4. The method of claim 1, wherein determining to route the first call to a human agent based on the first experience score comprises:

accessing a predetermined first threshold that indicates a minimum level of caller satisfaction, wherein the first threshold is configured by a first customer of the call handling platform that is associated with the first calling number;

comparing the first experience score to the first threshold;

determining, by the call handling platform and based on the comparing, that the first experience score for the first caller indicates that the first caller has a lower level of satisfaction than the minimum level of satisfaction; and

routing the first call to the human agent conditioned on determining that the first experience score for the first caller indicates that the first caller has a lower level of satisfaction than the minimum level of satisfaction.

5. The method of claim 1, wherein obtaining the agent scores associated with the human agents comprises:

measuring, by the call handling platform, a first subset of agent skills that are configured by a first customer of the call handling platform that is associated with the first calling number; and

computing, by the call handling platform, an agent score for each human agent trained to answer the first call as a numerical score based on the measuring the first subset of the agent skills.

6. The method of claim 5, wherein measuring the first subset of agent skills comprises:

measuring, by the call handling platform the first subset of agent skills using speech analytics, and wherein the first subset of agent skills are selected from the group consisting of;

courtesy of a human agent in interacting with a caller, which indicates how politely an agent speaks while interacting with a caller,

skill of a human agent in calming an agitated caller, which indicates how well an agent is able to soothe an agitated caller while interacting with the caller,

skill of a human agent in up-selling products to caller, which indicates whether an agent successfully sells a product or service to a caller while interacting with the caller,

skill of a human agent in providing explanations to a caller, which indicates how well an agent is able to answer questions from a caller while interacting with the caller, and

clarity of speech in interacting with a caller, which indicates how clearly an agent speaks while interacting with a caller.

7. The method of claim 1, wherein matching the first caller to a first human agent at a first call center comprises:

determining, by the call handling platform, that no suitable human agent is available based on the historical data corresponding to calls placed by the first caller; and

in response to determining that no suitable human agent is available based on the historical data, identifying, as the first human agent, a human agent having an agent score deemed most compatible with the first call from among the obtained agent scores.

8. The method of claim 1, wherein the historical data includes demographic information associated with the first caller, and wherein matching the first caller to a first human agent at a first call center comprises identifying, by the call handling platform, a human agent who is trained to handle calls from callers with demographic information matching the demographic information associated with the first caller, as the first human agent.

9. The method of claim 1, wherein the historical data includes a speech accent associated with the first caller, and wherein matching the first caller to a first human agent at a first call center comprises identifying, by the call handling platform, a human agent who is trained to handle calls from callers with speech accents matching the speech accent associated with the first caller, as the first human agent.

10. A computer-implemented method comprising:

receiving, at a call handling platform, a first call placed by a first caller to a first calling number;

computing, by the call handling platform, a first experience score for the first caller based on measuring a first subset of data points corresponding to an interaction between the first caller and an interactive voice response (IVR) module associated with the call handling platform, wherein the first experience score provides a numerical measure of a level of satisfaction of the first caller in interacting with the IVR module during the first call;

determining, by the call handling platform, to route the first call to a human agent based on the first experience score;

in response to determining to route the first call to a human agent;

accessing, by the call handling platform, historical data corresponding to past calls placed by the first caller and received by human agents, wherein the historical data includes information on interactions between the first caller and the human agents during the past calls;

obtaining, by the call handling platform, agent scores associated with the human agents, wherein the agent scores provide information on a level of performance skills associated with the human agents in interacting with callers;

matching, by the call handling platform, the first caller to a first human agent at a first call center based on one or both of the historical data and the agent scores; and

routing, by the call handling platform, the first call to the first human agent at the first call center,

wherein accessing the historical data corresponding to past calls placed by the first caller comprises;

determining, by the call handling platform, a subject matter of the first call;

identifying, by the call handling platform, human agents who are trained to handle calls corresponding to the determined subject matter;

determining, by the call handling platform, whether the first caller had interacted with each of the identified human agents in the past; and

obtaining, by the call handling platform, historical data of interactions between the first caller and the identified human agents with whom the first caller had interacted in the past,

wherein the historical data includes second experience scores for the first caller, each of the second experience scores being specific to one of the identified human agents with whom the first caller had previously interacted and reflecting an estimated level of satisfaction of the first caller with past interactions with the corresponding one of the identified human agents.

11. The method of claim 10, further comprising:

enabling a first customer of the call handling platform that is associated with the first calling number to configure one or more predetermined keywords, and

generating the second experience scores using a speech analysis module that is operable to detect the one or more predetermined keywords in voice speech made by the first caller or a human agent during a call.

12. The method of claim 10, wherein matching the first caller to a first human agent at a first call center comprises identifying the first human agent based on determining, by the call handling platform, that a second experience score indicating that a level of satisfaction of the first caller regarding past interactions with the first human agent is greater than that of the first caller regarding past interactions with other of the identified human agents with whom the first caller had interacted in the past.

13. The method of claim 10, further comprising:

determining, by the call handling platform, that the first human agent is not available to answer the first call based on the first human agent not answering the first call within a predetermined wait period;

identifying a second human agent at a second call center based on identification of a second experience score that indicates that a level of satisfaction of the first caller with past interactions with the second human agent is less than that of the first caller with past interactions with the first human agent but is greater than that of the first caller with past interactions with remaining identified human agents with whom the first caller had interacted in the past; and

based on determining that the first human agent is not available to answer the first call, routing, by the call handling platform, the first call to the identified second human agent at the second call center.

14. A system comprising:

a call handling platform that includes a processor and instructions stored in a machine-readable medium that, when executed by the processor, are configured to cause the processor to perform operations comprising;

receiving, at the call handling platform, a first call placed by a first caller to a first calling number;

computing, by the call handling platform, a first experience score for the first caller based on measuring a first subset of data points corresponding to an interaction between the first caller and an interactive voice response (IVR) module associated with the call handling platform, wherein the first experience score provides a numerical measure of a level of satisfaction of the first caller in interacting with the IVR module during the first call;

determining, by the call handling platform, to route the first call to a human agent based on the first experience score;

in response to determining to route the first call to a human agent;

accessing, by the call handling platform, historical data corresponding to past calls placed by the first caller and received by human agents, wherein the historical data includes information on interactions between the first caller and the human agents during the past calls;

obtaining, by the call handling platform, agent scores associated with the human agents, wherein the agent scores provide information on a level of performance skills associated with the human agents in interacting with callers;

matching, by the call handling platform, the first caller to a first human agent at a first call center based on one or both of the historical data and the agent scores; and

routing, by the call handling platform, the first call to the first human agent at the first call center,

wherein accessing the historical data corresponding to past calls placed by the first caller comprises;

determining, by the call handling platform, a subject matter of the first call;

identifying, by the call handling platform, human agents who are trained to handle calls corresponding to the determined subject matter;

determining, by the call handling platform, whether the first caller had interacted with each of the identified human agents in the past; and

obtaining, by the call handling platform, historical data of interactions between the first caller and the identified human agents with whom the first caller had interacted in the past,

wherein the historical data includes second experience scores for the first caller, each of the second experience scores being specific to one of the identified human agents with whom the first caller had previously interacted and reflecting an estimated level of satisfaction of the first caller with past interactions with the corresponding one of the identified human agents.

15. The system of claim 14, wherein determining to route the first call to a human agent based on the first experience score comprises:

accessing a predetermined first threshold that indicates a minimum level of caller satisfaction, wherein the first threshold is configured by a first customer of the call handling platform that is associated with the first calling number;

comparing the first experience score to the first threshold;

determining, by the call handling platform and based on the comparing, that the first experience score for the first caller indicates that the first caller has a lower level of satisfaction than the minimum level of satisfaction; and

routing the first call to the human agent conditioned on determining that the first experience score for the first caller indicates that the first caller has a lower level of satisfaction than the minimum level of satisfaction.

16. The system of claim 14, wherein obtaining the agent scores associated with the human agents comprises:

measuring, by the call handling platform, a first subset of agent skills that are configured by a first customer of the call handling platform that is associated with the first calling number; and

computing, by the call handling platform, an agent score for each human agent trained to answer the first call as a numerical score based on the measuring the first subset of the agent skills.

17. The system of claim 14, wherein the instructions are configured to cause the processor to perform operations further comprising:

enabling a first customer of the call handling platform that is associated with the first calling number to configure one or more predetermined keywords,

and generating the second experience scores using a speech analysis module that is operable to detect the one or more predetermined keywords in voice speech made by the first caller or a human agent during a call.

18. The system of claim 14, wherein matching the first caller to a first human agent at a first call center comprises identifying the first human agent based on identification, by the call handling platform, of a second experience score that indicates that a level of satisfaction of the first caller with past interactions with the first human agent is greater than that of the first caller with past interactions with other of the identified human agents with whom the first caller had interacted in the past.