Recursive adaptive interaction management system

• US 9,384,446 B2
• Filed: 07/27/2015
• Issued: 07/05/2016
• Est. Priority Date: 12/28/2007
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Sneyders, Dave, Galvin, Brian, Perlmutter, S. Michael
• Primary Examiner(s): ROBERTS, SHAUN A
• Application Number:
  US14/810,421
• Publication Number:
  US 20150332144A1
• Time in Patent Office: 344 Days
• Field of Search: 379/266.07, 379/265.01, 379/265.02, 379/265.06, 379/265.07, 704/231, 704/257, 704/270
• US Class Current: 1/1
• CPC Class Codes: G06N 5/025 Extracting rules from data
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 17/22 Interactive procedures; Man-machine interfaces
• CPC Class Codes: G10L 25/72 for transmitting results of analysis
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 3/5133 Operator terminal details
• 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

Abstract

A management system for guiding an agent in a media-specific dialog has a conversion engine for instantiating ongoing dialog as machine-readable text, if the dialog is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialog. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

Claims

1. A computer-based management system for guiding a human agent during an interaction with a customer of a contact center, comprising:

a processor; and

a memory, wherein the memory has computer instructions stored therein that, when executed by the processor, cause the processor to;

identify a change in performance data, wherein the change indicates a decrease in contact center performance;

identify a rule based on context analysis and the identified change in the performance data, wherein the identified rule is for increasing the contact center performance in response to the change indicating the decrease of the contact center performance;

select a script component based on the identified rule;

dynamically update an initial script to replace an initial script component with the selected script component; and

dynamically update a display device to display the updated initial script.

2. The system of claim 1, wherein the rule is a business rule.

3. The system of claim 1, wherein the instructions further cause the processor to:

receive feedback from the human agent in response to the updated initial script.

4. The system of claim 3, wherein the feedback triggers assertion of other rules.

5. The system of claim 1, wherein the instructions further cause the processor to:

customize the updated initial script based on preferences associated with the human agent.

6. The system of claim 1, wherein the context analysis is based on input from the agent and the customer during the interaction.

7. The system of claim 1, wherein the interaction is a voice dialog, and the instructions further cause the processor to:

convert the voice dialog to machine-readable text, wherein the context analysis is based on the machine-readable text.

8. The system of claim 1, wherein the initial script is for guiding the human agent on suggested dialogue or another action to be taken during the interaction between the human agent and the customer.

9. The system of claim 1, wherein the context analysis is based on analysis of additional data other than text of communication exchanged between the agent and the customer during the interaction.

10. The system of claim 1, wherein the initial script is for guiding the human agent on an action, other than a response to the customer, to be taken during the interaction between the human agent and the customer.

11. The system of claim 9, wherein the additional data includes one or more of volume of speech, vocal inflection, sentence structure, or rate of dialogue.

12. The system of claim 1, wherein the updated initial script includes prompts that are annotated with indicia indicating characteristics of the prompts.

13. A method for guiding an agent during an interaction with a customer of a contact center comprising:

identifying, by a processor, a change in performance data, wherein the change indicates a decrease in contact center performance;

identifying, by the processor, a rule based on context analysis and the identified change in the performance data, wherein the identified rule is for increasing the contact center performance in response to the change indicating the decrease of the contact center performance;

selecting, by the processor, a script component based on the identified rule;

dynamically updating, by the processor, an initial script to replace an initial script component with the selected script component; and

dynamically updating, by the processor, a display device to display the updated initial script.

14. The method of claim 13, wherein the rule is a business rule.

15. The method of claim 13, further comprising:

receiving, by the processor, feedback from the agent in response to the updated initial script,

wherein the feedback triggers assertion of other rules.

16. The method of claim 13, further comprising:

customizing, by the processor, the updated initial script based on preferences associated with the agent.

17. The method of claim 13, wherein the context analysis is based on input from the agent and the customer during the interaction.

18. The method of claim 13, wherein the interaction is a voice dialog, and the method further comprises:

converting, by the processor, the voice dialog to machine-readable text, wherein the context analysis is based on the machine-readable text.

19. The method of claim 13, wherein the context analysis is based on analysis of additional data other than text of communication exchanged between the agent and the customer during the interaction.

20. The method of claim 19, wherein the additional data includes one or more of volume of speech, vocal inflection, sentence structure, or rate of dialogue.