System and method for predictive live interaction offering and hosting

• US 9,525,743 B2
• Filed: 07/16/2013
• Issued: 12/20/2016
• Est. Priority Date: 07/16/2013
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Interactive Intelligence Group Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Keller, Jonathan M., Cunningham, Gregory P.
• Primary Examiner(s): KATSIKIS, KOSTAS J
• Application Number:
  US13/942,784
• Publication Number:
  US 20150026254A1
• Time in Patent Office: 1,253 Days
• Field of Search: 709/204
• US Class Current: 1/1
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 67/30 Profiles
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 67/62 Establishing a time schedule for servicing the requests

Abstract

A system and method are presented for predictive live interaction offering and hosting. A mechanism may be provided for controlling outstanding offerings, or invitations, of communications with users through points of service. Offerings may include a live chat or a telephone callback request. In one embodiment, offerings may be optimized by analyzing factors such as agent history to predict when and how many agents will be available. Calculations may be continuously performed as invitations are accepted, declined, timed out, etc., to make certain more offers than can be handled are not extended.

Claims

1. A computerized method for controlling invitations to users through points of service comprising the steps of:

a. receiving a request for invitation from each of a plurality of users at a web server;

b. determining a level of confidence, the level of confidence being based at least in part on a plurality of agent statuses associated with a plurality of agents and a predicted duration of availability for each of the plurality of agents;

c. determining an optimal number of invitations to one or more of the plurality of users based at least in part on a chat acceptance rate and the level of confidence;

d. determining an accepted limit based at least in part on the level of confidence;

e. selecting one or more of the plurality of users based on the optimal number of invitations; and

f. transmitting, with the web server, an invitation to each of the selected users;

wherein the invitation is valid for a set duration of time.

2. The method of claim 1, wherein steps (b) and (c) are guided by the interactions of step (a).

3. The method of claim 1, further comprising:

expiring each invitation at the duration of time in the event said invitation has not been accepted.

4. The method of claim 1, wherein the level of confidence is based at least in part on agent availability, agent availability being determined by examining at least one agent call history.

5. The method of claim 4 wherein the at least one agent history is examined by a predictive dialer.

6. The method of claim 3, wherein the steps are continuously performed over a time period.

7. The method of claim 6, wherein the time period is based on agent status changes.

8. The method of claim 6, wherein the time period is based on increments of time.

9. The method of claim 5, wherein aggressiveness factors are used within said predictive dialer to factor in an allowable number of invitations to be made in making the predicted duration of availability.

10. The method of claim 5, wherein the optimal number of invitations is based at least in part on abandon limit factors.

11. The method of claim 5, wherein the predicted duration of availability is based at least in part on a categorization of calls and an agent skill associated with each of the plurality of agents.

12. The method of claim 1, further comprising:

a. revoking one or more invitations upon receiving an indication that a number of invitations has been accepted by the selected users equal to the accepted limits; and

b. recalculating the accepted limit and the level of confidence.