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System and method for prioritizing agent intervention into automated customer engagements

  • US 9,621,728 B2
  • Filed: 10/11/2013
  • Issued: 04/11/2017
  • Est. Priority Date: 10/11/2013
  • Status: Active Grant
First Claim
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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:

  • 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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