System and method for anticipatory dynamic customer segmentation for a contact center

• US 9,350,867 B2
• Filed: 08/01/2014
• Issued: 05/24/2016
• Est. Priority Date: 08/01/2014
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ristock, Herbert Willi Artur, Toerck, Charlotte, Hollenberg, Todd, Korolev, Nikolay, Krug, Bradley, Anderson, David H.
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US14/450,194
• Publication Number:
  US 20160036982A1
• Time in Patent Office: 662 Days
• Field of Search: 37926501-26514, 37926601-2661, 379/309
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/04 Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.

Claims

1. A method for enhanced interaction processing in a contact center, the method comprising:

receiving, by a router coupled to a telecommunications network, an interaction associated with a customer;

detecting, by a processor coupled to the router, the interaction pending at the router;

retrieving, by the processor, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs, wherein the first customer segment is associated with a first objective of the contact center;

predicting, by the processor, an outcome of the pending interaction;

identifying, by the processor, a second customer segment based on the predicted outcome, wherein the second customer segment is associated with a second objective of the contact center different from the first business objective;

re-associating, by the processor, the customer to the second customer segment; and

handling, by the processor, the pending interaction according to the second objective instead of the first objective, wherein in handling the second objective, a device of the contact center is configured to engage in communication with a device of the customer over the telecommunications network.

2. The method of claim 1, wherein the predicting the outcome of the pending interaction includes predicting, by the processor, an outcome of a business opportunity presented to the customer.

3. The method of claim 2, wherein the business opportunity is a cross-sell or up-sell opportunity of a product or service.

4. The method of claim 1, further comprising:

evaluating, by the processor, a plurality of factors associated with the pending interaction, wherein identification of the second customer segment is based on the evaluated factors.

5. The method of claim 1, wherein the predicted outcome of the pending interaction matches a criteria set for the second customer segment.

6. The method of claim 1, wherein the predicted outcome relates to the second objective of the contact center.

7. The method of claim 1, wherein the second objective includes a business opportunity not included in the first objective.

8. The method of claim 1, wherein the device of the contact center is a device accessible to an agent of the contact center.

9. The method of claim 1, wherein the device of the contact center is an automated response device.

10. A system for enhanced interaction processing in a contact center, the system comprising:

a router coupled to a telecommunications network, wherein the router is configured to receive an interaction associated with a customer;

processor coupled to the router; and

memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to;

detect the pending interaction pending at the router;

retrieve, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs, wherein the first customer segment is associated with a first objective of the contact center;

predict an outcome of the pending interaction;

identify a second customer segment based on the predicted outcome, wherein the second customer segment is associated with a second objective of the contact center different from the first business objective;

re-associate the customer to the second customer segment; and

handle the pending interaction according to the second objective instead of the first objective, wherein in handling the second objective, a device of the contact center is configured to engage in communication with a device of the customer over the telecommunications network.

11. The system of claim 10, wherein the instructions for predicting the outcome of the pending interaction includes instructions for predicting an outcome of a business opportunity presented to the customer.

12. The system of claim 10, wherein the business opportunity is a cross-sell or up-sell opportunity of a product or service.

13. The system of claim 10, wherein the instructions further cause the processor to:

evaluate a plurality of factors associated with the pending interaction, wherein identification of the second customer segment is based on the evaluated factors.

14. The system or claim 10, wherein the predicted outcome of the pending interaction matches a criteria set for the second customer segment.

15. The system of claim 10, wherein the predicted outcome relates to the second objective.

16. The system of claim 10, wherein the second objective includes a business opportunity not included in the first objective.

17. The system of claim 10, wherein the pending interaction is for achieving a step of a workflow associated with a case, wherein an agent selected for handling the pending interaction is an agent with skills to handle a next step of the workflow.

18. The system of claim 10, wherein the second customer segment is also associated with a third objective, wherein the second objective is identified as more important to the contact center than the third objective, and wherein the instructions further cause the processor to:

identify a first agent for handling the second objective, and determine a likelihood of success of the first agent in achieving the second objective;

identify a second agent for handling the third objective, and determine a likelihood of success of the second agent in achieving the third objective, wherein the likelihood of success in achieving the third objective by the second agent is higher than the likelihood of success of achieving the second objective by the first agent;

transmit instructions to route the pending interaction to the second agent; and

prompt the second agent to pursue the second objective.