Issue detection for routing assistance requests

• US 9,686,406 B1
• Filed: 02/24/2016
• Issued: 06/20/2017
• Est. Priority Date: 12/10/2015
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Inventors: Johnson, Warren, Lopez, Matt J., Balarajan, Paul Sanjeev
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US15/052,271
• Publication Number:
  US 20170171389A1
• Time in Patent Office: 482 Days
• Field of Search: 37926512, 37926513, 37926601, 379309
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

An issue is identified based on corresponding information indicative of steps taken in an on-boarding process and a velocity of transition through the steps. The issue is matched against an agent based on agent capabilities exposed by the agent. The issue and corresponding information are routed to the agent.

Claims

1. A computing system, comprising:

an on-boarding step identifier that automatically identifies a step, of a plurality of steps, that a user has completed in a predefined on-boarding process that is used by a user to set up and configure an on-line service, the on-boarding step identifier generating a step identifier indicative of the identified step;

velocity detection logic that detects a velocity with which the user is completing the steps in the on-boarding process and generates a velocity indicator indicative of the detected velocity; and

a routing system that identifies an on-boarding issue based on the step identifier and the velocity indicator, identifies a support agent based on the on-boarding issue identified, and sends a notification to notify the support agent of the on-boarding issue identified.

2. The computing system of claim 1 wherein the routing system comprises:

a problem identification system that accesses a set of context-to-problem mappings based on the step identifier and the velocity indicator to identify the on-boarding issue.

3. The computing system of claim 2 and further comprising:

idle time detection logic that detects an idle time for which the user is idle on a given user interface display generated during the on-boarding process and generates a UI indicator indicative of the given user interface display and an idle time indicator indicative of the detected idle time.

4. The computing system of claim 3 wherein the given user interface display corresponds to a step in the on-boarding process and wherein the on-boarding step identifier identifies the step based on the UI indicator.

5. The computing system of claim 4 wherein the routing system further comprises:

agent/user connection logic that generates user interface information indicative of a user interface display generated for the user, indicating that the support agent has been notified, and providing a user input mechanism that is actuatable to contact the agent.

6. The computing system of claim 5 wherein the problem identification system comprises:

an analysis system that receives the step identifier and the velocity indicator and determines whether the velocity indicator and the step identifier indicate that the user is taking more than a threshold time to complete a step of the on-boarding process and identifies the on-boarding issue based, at least in part, on the determination.

7. The computing system of claim 5 wherein the problem identification system comprises:

an analysis system that receives the step identifier and the velocity indicator and determines whether the velocity indicator and the step identifier indicate that the user is taking more than a threshold time to complete the plurality of steps in the on-boarding process and identifies the on-boarding issue based, at least in part, on the determination.

8. The computing system of claim 5 wherein the agent/user connection logic generates the user interface information proactively, before receiving a user help request corresponding to the on-boarding issue.

9. The computing system of claim 5 wherein the agent/user connection logic generates the user interface information in response to receiving a user help request corresponding to the on-boarding issue.

10. The computing system of claim 1 wherein the routing system comprises:

agent/issue matching logic that accesses agent capability information indicative of agent capabilities for a plurality of different support agents and matches the identified on-boarding issue against the agent capabilities in the agent capability information to identify the support agent.

11. A computer implemented method, comprising:

automatically identifying a step, of a plurality of steps, that a user has completed in a predefined on-boarding process that is used by a user to set up and configure an on-line service;

generating a step identifier indicative of the identified step;

detecting a velocity with which the user is completing the steps in the on-boarding process;

generating a velocity indicator indicative of the detected velocity;

identifying an on-boarding issue based on the step identifier and the velocity indicator;

identifying a support agent based on the on-boarding issue identified; and

sending a notification to notify the support agent of the on-boarding issue identified.

12. The computer implemented method of claim 11 wherein identifying an on-boarding issue comprises:

accessing a set of context-to-problem mappings based on the step identifier and the velocity indicator to identify the on-boarding issue.

13. The computer implemented method of claim 12 and further comprising:

detecting an idle time for which the user is idle on a given user interface display generated during the on-boarding process; and

generating a UI indicator indicative of the given user interface display and an idle time indicator indicative of the detected idle time.

14. The computer implemented method of claim 13 wherein the given user interface display corresponds to a step in the on-boarding process and wherein automatically identifying a step in the on-boarding process comprises:

identifying the step based on the UI indicator.

15. The computer implemented method of claim 14 and further comprising:

generating user interface information indicative of a user interface display generated for the user, indicating that the support agent has been notified; and

providing a user input mechanism that is user actuatable to contact the agent.

16. The computer implemented method of claim 15 wherein identifying the on-boarding issue comprises:

receiving the step identifier sand the velocity indicator;

determining whether the velocity indicator and the step identifier indicate that the user is taking more than a threshold time to complete one or more steps of the on-boarding process; and

identifying the on-boarding issue based, at least in part, on the determination.

17. The computer implemented method of claim 15 wherein generating the user interface information comprises:

generating the user interface information automatically, before receiving a user help request corresponding to the on-boarding issue.

18. The computer implemented method of claim 15 wherein generating the user interface information comprises:

generating the user interface information in response to receiving a user help request corresponding to the on-boarding issue.

19. A computing system, comprising:

an on-boarding step identifier that automatically identifies a step, of a plurality of steps, that a user has completed in a predefined on-boarding process that is used by a user to set up and configure an on-line service, the on-boarding step identifier generating a step identifier indicative of the identified step;

velocity detection logic that detects a velocity with which the user is completing the steps in the on-boarding process and generates a velocity indicator indicative of the detected velocity;

a problem identification system that accesses a set of context-to-problem mappings based on the step identifier and the velocity indicator to identify an on-boarding issue; and

a routing system that identifies a support agent based on the on-boarding issue identified, and sends a notification to notify the support agent of the on-boarding issue identified.

20. The computing system of claim 19 wherein the problem identification system comprises:

an analysis system that receives the step identifier and the velocity indicator and determines whether the velocity indicator and the step identifier indicate that the user is taking more than a threshold time to complete one or more steps in the on-boarding process and identifies the on-boarding issue based, at least in part, on the determination.