System and method for customer experience management

• US 9,392,116 B2
• Filed: 12/26/2013
• Issued: 07/12/2016
• Est. Priority Date: 12/26/2013
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Surridge, Matthew J., Verrall, Andrew T.C., Hedges, Gregory J., Smith, Cameron David, te Booij, Merijn
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US14/141,405
• Publication Number:
  US 20150189088A1
• Time in Patent Office: 929 Days
• Field of Search: None
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A system and method for managing a customer'"'"'s experience with a contact center that takes available data about the customer, the agents of the contact center, and the organization represented by the contact center, for identifying opportunities for additional conversations/interactions with the customer and engaging in those additional conversations/interactions at a time and with a resource predicted to maximize outcomes for the organization. A processor is configured to identify express and/or implied intents for an interaction between the customer and the contact center. A business goal related to the express and/or implied intents is also identified for determining a current performance of the contact center and for identifying any performance gaps. Contact center targets are identified based on their performance in handling the express and/or implied intents, and the identified performance gaps. An available one of the identified targets is then selected for routing the interaction to the target.

Claims

1. A method for managing an interaction for a contact center, the method comprising:

identifying, by a processor, an intent for an interaction between a customer and the contact center, wherein the intent is derived by the processor based on data accumulated on the customer;

identifying, by the processor, a contact center business goal related to the intent;

determining, by the processor, a current contact center performance in achieving the contact center business goal and identifying a performance gap relative to the business goal based on the determination;

determining, by the processor, performance of contact center targets when handling the intent;

identifying, by the processor, one or more of the contact center targets based on the determined performance of the contact center targets and the identified performance gap relative to the business goal;

determining, by the processor, availability of a particular target selected from the identified one or more of the contact center targets for addressing the intent during the interaction;

selecting, by the processor, the particular target for addressing the intent during the interaction; and

delivering, by an electronic switch coupled to the processor, the interaction to the particular target.

2. The method of claim 1, wherein the determining the performance of the contact center targets includes:

identifying, by the processor, first and second contact center metrics identified as being correlated to each other; and

calculating, by the processor, a performance score for each of the plurality of contact center targets, wherein the calculating is based on historical performance of the corresponding target for the intent in regards to the first and second contact center metrics.

3. The method of claim 2, wherein the identifying of one or more of the plurality of contact center targets includes:

identifying a minimum performance score; and

selecting a contact center target with a performance score satisfying the minimum performance score.

4. The method of claim 3, wherein the minimum performance score is based on the identified performance gap.

5. A method for managing an interaction for a contact center, the method comprising:

identifying, by a processor, first and second type of intents for an interaction between a customer and the contact center, wherein the first type of intent is provided by the customer upon initiating the interaction with the contact center, and the second type of intent is derived by the processor based on data accumulated on the customer;

identifying, by the processor, first and second contact center business goals related to respectively the first and second types of intents;

determining, by the processor, current contact center performance in achieving the first and second contact center business goals, and identifying first and second performance gaps relative to the first and second contact center business goals based on the determination;

determining, by the processor, performance of a plurality of first contact center targets and performance of a plurality of second contact center targets when handling respectively the first and second types of intents;

identifying, by the processor, one or more of the plurality of first contact center targets based on the determined performance of the plurality of first contact center targets and the identified first performance gap relative to the first contact center business goal;

identifying, by the processor, one or more of the plurality of second contact center targets based on the determined performance of the plurality of second contact center targets and the identified second performance gap relative to the second contact center business goal;

determining, by the processor, availability of a particular target selected from the identified one or more of the first and second contact center targets;

delivering, by an electronic switch coupled to the processor, the interaction to the particular target in response to determining that the particular target is available; and

prompting, by the processor, the particular target to address both the first and second types of intents during the interaction.

6. The method of claim 5, wherein the first type of intent identifies a reason for the customer initiating the interaction.

7. The method of claim 5, wherein the second type of intent is related to an opportunity for the contact center in achieving the second contact center business goal.

8. The method of claim 5, wherein the first or second contact center business goal relates to at least one of revenue or customer experience.

9. The method of claim 5, wherein the determining the performance of the plurality of first contact center targets and the performance of the plurality of second contact center targets further includes:

identifying, by the processor, first and second contact center metrics identified as being correlated to each other;

calculating, by the processor, a first performance score for each of the plurality of first contact center targets, wherein the calculating is based on historical performance of the corresponding first contact center target for the first type of intent in regards to the first and second contact center metrics; and

calculating, by the processor, a second performance score for each of the plurality of second contact center targets, wherein the calculating is based on historical performance of the corresponding second contact center target for the second type of intent in regards to the first and second contact center metrics.

10. The method of claim 9, wherein the identifying of one or more of either the plurality of first contact center targets or the second contact center targets includes:

identifying a minimum performance score; and

selecting a contact center target with a performance score satisfying the minimum performance score.

11. The method of claim 10, wherein the minimum performance score is based on the performance gap related to the corresponding type of intent.

12. The method of claim 10, wherein the minimum performance score is based on interactions forecasted for the corresponding type of intent.

13. The method of claim 5, wherein the determining the availability of the particular target includes:

determining, by the processor, first and second customer patience measures relating respectively to the first and second type of intents; and

determining, by the processor, whether the interaction may be delivered to the particular target within limits of the first and second customer patience measures, wherein the processor delivers the interaction to the particular target in response to determining that the interaction may be delivered within the limits of the first and second customer patience measures.

14. The method of claim 13, wherein the second customer patience measure is shorter than the first customer patience measure.

15. The method of claim 5, wherein the identifying the second type of intent includes:

identifying, by the processor, a plurality of implied intents for the customer associated with one or more contact center business goals;

prioritizing, by the processor, the plurality of implied intents; and

selecting, by the processor, one of the plurality of implied intents based on the prioritizing.

16. The method of claim 15, wherein the implied intents are prioritized based on contact center performance in achieving the one or more contact center business goals.

17. The method of claim 5, wherein the each of the first and second contact center targets is a group of agents.

18. A system for managing an interaction for a contact center, the method comprising:

a processor; and

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

identify first and second type of intents for an interaction between a customer and the contact center, wherein the first type of intent is provided by the customer upon initiating the interaction with the contact center, and the second type of intent is derived by the processor based on data accumulated on the customer;

identify first and second contact center business goals related to respectively the first and second types of intents;

determine current contact center performance in achieving the first and second contact center business goals, and identify first and second performance gaps relative to the first and second contact center business goals based on the determination;

determine performance of a plurality of first contact center targets and performance a plurality of second contact center targets when handling respectively the first and second types of intents;

identify one or more of the plurality of first contact center targets based on the determined performance of the plurality of first contact center targets and the identified first performance gap relative to the first contact center business goal;

identify one or more of the plurality of second contact center targets based on the determined performance of the plurality of second contact center targets and the identified second performance gap relative to the second contact center business goal;

determine availability of a particular target selected from the identified one or more of the first and second contact center targets; and

prompt the particular target to address both the first and second types of intents during the interaction; and

an electronic switch coupled to the processor, the electronic switch being configured to deliver the interaction to the particular target.

19. The system of claim 18, wherein the first type of intent identifies a reason for the customer initiating the interaction.

20. The system of claim 18, wherein the second type of intent is related to an opportunity for the contact center in achieving the second contact center business goal.

21. The system of claim 18, wherein the first or second contact center business goal relates to at least one of revenue or customer experience.

22. The system of claim 18, wherein the instructions that cause the processor to determine the performance of the plurality of first contact center targets and the performance of the plurality of second contact center targets, further include instructions that cause the processor to:

identify first and second contact center metrics identified as being correlated to each other;

calculate a first performance score for each of the plurality of first contact center targets, wherein the calculating is based on historical performance of the corresponding first contact center target for the first type of intent in regards to the first and second contact center metrics; and

calculate a second performance score for each of the plurality of second contact center targets, wherein the calculating is based on historical performance of the corresponding second contact center target for the second type of intent in regards to the first and second contact center metrics.

23. The system of claim 22, wherein the instructions that cause the processor to identify one or more of either the plurality of first contact center targets or the second contact center targets, further include instructions that cause the processor to:

identify a minimum performance score; and

select a contact center target with a performance score satisfying the minimum performance score.

24. The system of claim 23, wherein the minimum performance score is based on the performance gap related to the corresponding type of intent.

25. The system of claim 23, wherein the minimum performance score is based on interactions forecasted for the corresponding type of intent.

26. The system of claim 18, wherein the instructions that cause the processor to determine the availability of the particular target include instructions that cause the processor to:

determine first and second customer patience measures relating respectively to the first and second type of intents; and

determine whether the interaction may be delivered to the particular target within limits of the first and second customer patience measures, wherein the instructions further cause the processor to deliver the interaction to the particular target in response to determining that the interaction may be delivered within the limits of the first and second customer patience measures.

27. The system of claim 26, wherein the second customer patience measure is shorter than the first customer patience measure.

28. The system of claim 18, wherein the instructions that cause the processor to identify the second type of intent include instructions that cause the processor to:

identify a plurality of implied intents for the customer associated with one or more contact center business goals;

prioritize the plurality of implied intents; and

select one of the plurality of implied intents based on the prioritizing.

29. The system of claim 28, wherein the implied intents are prioritized based on contact center performance in achieving the one or more contact center business goals.

30. The system of claim 18, wherein the each of the first and second contact center targets is a group of agents.

31. A system for managing an interaction for a contact center, the system comprising:

a processor; and

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

identify an intent for an interaction between a customer and the contact center, wherein the intent is derived by the processor based on data accumulated on the customer;

identify a contact center business goal related to the intent;

determine a current contact center performance in achieving the contact center business goal and identify a performance gap relative to the business goal based on the determination;

determine performance of contact center targets when handling the intent;

identify one or more of the contact center targets based on the determined performance of the contact center targets and the identified performance gap relative to the business goal;

determine availability of a particular target selected from the identified one or more of the contact center targets for addressing the intent during the interaction; and

select the particular target for addressing the intent during the interaction; and

an electronic switch coupled to the processor, wherein the electronic switch is configured to deliver the interaction to the particular target.

32. The system of claim 31, wherein the instructions that cause the processor to determine the performance of the contact center targets include instructions that cause the processor to:

identify first and second contact center metrics identified as being correlated to each other; and

calculate a performance score for each of the plurality of contact center targets, wherein the calculating is based on historical performance of the corresponding target for the intent in regards to the first and second contact center metrics.

33. The system of claim 32, wherein the instructions that cause the processor to identify one or more of the plurality of contact center targets include instructions that cause the processor to:

identify a minimum performance score; and

select a contact center target with a performance score satisfying the minimum performance score.

34. The system of claim 33, wherein the minimum performance score is based on the identified performance gap.