System, method, and computer program for selecting at least one predefined workflow based on an interaction with a user

• US 9,459,764 B1
• Filed: 11/11/2008
• Issued: 10/04/2016
• Est. Priority Date: 11/11/2008
• Status: Active Grant

• Current Assignee: Amdocs Development Limited (Amdocs Ltd.), Amdocs Software Systems Limited (Amdocs Ltd.)
• Original Assignee: Amdocs Software Systems Limited (Amdocs Ltd.)
• Inventors: Rosner, Dov
• Primary Examiner(s): PITARO, RYAN F
• Application Number:
  US12/268,807
• Time in Patent Office: 2,884 Days
• Field of Search: 715/789, 715/850
• US Class Current: 1/1
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A system, method, and computer program product are provided for selecting at least one predefined workflow based on an interaction with a user. In operation, a plurality of predefined workflows are stored. Additionally, information regarding an interaction with a user is received. Furthermore, at least one of the predefined workflows is selected, based on the information.

Claims

1. A computer program embodied on a non-transitory computer readable medium, comprising computer code for:

storing, in memory of a call center system, a plurality of predefined workflows capable of being performed through the call center system, each predefined workflow including a plurality of tasks to be performed in a predefined sequence utilizing a user interface;

tracking, by the call center system, call center operational statistics from interactions with a group affiliated with a user;

receiving, within the call center system, an automatic alert in response to an identification of a predetermined change to the call center operational statistics;

in response to receiving the automatic alert;

obtaining the call center operational statistics,

identifying, by the call center system, a first set of tasks that are likely to be performed by the group affiliated with the user and a second set of tasks that are not likely to be performed by the group affiliated with the user, based on the obtained call center operational statistics,

predicting, by the call center system, that the user will perform at least one of the predefined workflows, using the first set of tasks identified as likely to be performed and the second set of tasks identified as not likely to be performed, and

selecting, by the call center system, the at least one of the predefined workflows predicted to be performed by the user; and

designing an interactive voice response (IVR) layer that maps a plurality of user selectable options to the selected workflows;

in response to a call received by the call center system from the user, presenting to the user the selectable options through an IVR interface of the call center system;

receiving, through the IVR interface of the call center system, a selection by the user of one of the selectable options;

identifying the workflow mapped to the selected option; and

launching, within the user interface for an agent of the call center system, the workflow identified as mapped to the selected option for allowing completion of the predefined sequence of tasks included in the launched workflow.

2. The computer program of claim 1, wherein the call center operational statistics are collected in real-time.

3. The computer program of claim 1, wherein the call center operational statistics describe user behavior.

4. The computer program of claim 1, wherein the call center operational statistics describe user behavior associated with a plurality of users.

5. The computer program of claim 1, wherein the call center operational statistics describe at least one business flow.

6. The computer program of claim 1, further comprising computer code for communicating a user identifier to a customer relationship manager (CRM).

7. The computer program of claim 6, wherein the user identifier is communicated from the IVR interface as part of an interactive voice response request.

8. A method, comprising:

storing, in memory of a call center system, a plurality of predefined workflows capable of being performed through the call center system, each predefined workflow including a plurality of tasks to be performed in a predefined sequence utilizing a user interface;

tracking, by the call center system, call center operational statistics from interactions with a group affiliated with a user;

receiving, within the call center system, an automatic alert in response to an identification of a predetermined change to the call center operational statistics;

in response to receiving the automatic alert;

obtaining the call center operational statistics,

identifying, by the call center system, a first set of tasks that are likely to be performed by the group affiliated with the user and a second set of tasks that are not likely to be performed by the group affiliated with the user, based on the obtained call center operational statistics,

predicting, by the call center system, that the user will perform at least one of the predefined workflows, using the first set of tasks identified as likely to be performed and the second set of tasks identified as not likely to be performed, and

selecting, by the call center system, the at least one of the predefined workflows predicted to be performed by the user; and

designing an interactive voice response (IVR) layer that maps a plurality of user selectable options to the selected workflows;

in response to a call received by the call center system from the user, presenting to the user the selectable options through an IVR interface of the call center system;

receiving, through the IVR interface of the call center system, a selection by the user of one of the selectable options;

identifying the workflow mapped to the selected option; and

launching, within the user interface for an agent of the call center system, the workflow identified as mapped to the selected option for allowing completion of the predefined sequence of tasks included in the launched workflow.

9. An apparatus, comprising a processor for:

storing, in memory of a call center system, a plurality of predefined workflows capable of being performed through the call center system, each predefined workflow including a plurality of tasks to be performed in a predefined sequence utilizing a user interface;

tracking, by the call center system, call center operational statistics from interactions with a group affiliated with a user;

receiving, within the call center system, an automatic alert in response to an identification of a predetermined change to the call center operational statistics;

in response to receiving the automatic alert;

obtaining the call center operational statistics,

identifying, by the call center system, a first set of tasks that are likely to be performed by the group affiliated with the user and a second set of tasks that are not likely to be performed by the group affiliated with the user, based on the obtained call center operational statistics,

predicting, by the call center system, that the user will perform at least one of the predefined workflows, using the first set of tasks identified as likely to be performed and the second set of tasks identified as not likely to be performed, and

selecting, by the call center system, the at least one of the predefined workflows predicted to be performed by the user; and

designing an interactive voice response (IVR) layer that maps a plurality of user selectable options to the selected workflows;

in response to a call received by the call center system from the user, presenting to the user the selectable options through an IVR interface of the call center system;

receiving, through the IVR interface of the call center system, a selection by the user of one of the selectable options;

identifying the workflow mapped to the selected option; and

launching, within the user interface for an agent of the call center system, the workflow identified as mapped to the selected option for allowing completion of the predefined sequence of tasks included in the launched workflow.