System and method for prioritizing agent intervention into automated customer engagements
First Claim
1. A system for prioritizing intervention of live agent communication devices into automated customer engagements in a communication system comprising a contact center, the system comprising:
- a first server including a processor coupled to memory, wherein the processor executes program code stored in the memory to;
dynamically adjust a confidence factor threshold associated with an automated customer engagement, based on an availability of live agents in a pool of live agents;
identify an available live agent from the pool of live agents to intervene into the automated customer engagement based on a confidence factor corresponding to the automated customer engagement, and the confidence factor threshold; and
selectively implement a first configuration where a live agent communication device associated with the identified live agent intervenes with the automated customer engagement, wherein the automated customer engagement provides responses that are at least one of directed by, and assisted by, the identified live agent operating the associated live agent communication device, such that a customer associated with the customer engagement is unaware of the live agent intervention; and
a second server that executes program code stored in memory to;
receive the automated customer engagement; and
generate the confidence factor threshold in response to the received automatic customer engagement;
wherein the first server dynamically adjusts the confidence factor threshold by updating the confidence factor threshold generated by the second server.
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Accused Products
Abstract
A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.
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Citations
20 Claims
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1. A system for prioritizing intervention of live agent communication devices into automated customer engagements in a communication system comprising a contact center, the system comprising:
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a first server including a processor coupled to memory, wherein the processor executes program code stored in the memory to; dynamically adjust a confidence factor threshold associated with an automated customer engagement, based on an availability of live agents in a pool of live agents; identify an available live agent from the pool of live agents to intervene into the automated customer engagement based on a confidence factor corresponding to the automated customer engagement, and the confidence factor threshold; and selectively implement a first configuration where a live agent communication device associated with the identified live agent intervenes with the automated customer engagement, wherein the automated customer engagement provides responses that are at least one of directed by, and assisted by, the identified live agent operating the associated live agent communication device, such that a customer associated with the customer engagement is unaware of the live agent intervention; and a second server that executes program code stored in memory to; receive the automated customer engagement; and generate the confidence factor threshold in response to the received automatic customer engagement; wherein the first server dynamically adjusts the confidence factor threshold by updating the confidence factor threshold generated by the second server. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer-implemented method for prioritizing intervention of live agents into automated customer engagements in a communication system comprising a contact center, the method comprising:
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adjusting dynamically, by a processor on a first server, a confidence factor threshold associated with an automated customer engagement, based on an availability of live agents in a pool of live agents; receiving by a second server, the automated customer engagement; generating by the second server, the confidence factor threshold in response to the received automatic customer engagement, wherein the first server dynamically adjusts the confidence factor threshold by updating the confidence factor threshold generated by the second server; identifying, by the processor, an available live agent from the pool of live agents to intervene into the automated customer engagement based on a confidence factor corresponding to the automated customer engagement, and the confidence factor threshold; and executing by the processor, a first configuration where a live agent communication device associated with the identified live agent intervenes with the automated customer engagement, wherein the automated customer engagement provides responses that are at least one of directed by, and assisted by, the identified live agent operating the associated live agent communication device, such that a customer associated with the customer engagement is unaware of the live agent intervention. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. Computer readable hardware storing computer readable instructions that when executed by a processor perform:
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adjusting dynamically, by the processor on a first server, a confidence factor threshold associated with an automated customer engagement, based on an availability of live agents in a pool of live agents; receiving by a second server, the automated customer engagement; generating by the second server, the confidence factor threshold in response to the received automatic customer engagement, wherein the first server dynamically adjusts the confidence factor threshold by updating the confidence factor threshold generated by the second server; identifying an available live agent from the pool of live agents to intervene into an automated customer engagement based on a confidence factor corresponding to the automated customer engagement, and the confidence factor threshold; and implementing, selectively, a first configuration where a live agent communication device associated with the identified live agent intervenes with the automated customer engagement, wherein the automated customer engagement provides responses that are at least one of directed by, and assisted by, the identified live agent operating the associated live agent communication device, such that a customer associated with the customer engagement is unaware of the live agent intervention.
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Specification