System and method for recommending communication mediums based on predictive analytics

• US 9,762,733 B1
• Filed: 09/21/2016
• Issued: 09/12/2017
• Est. Priority Date: 09/21/2016
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ramanujaiaha, Vasudev, Connolly, Christopher, Ristock, Herbert Willi Artur, Pirat, Vincent, Choel, Clement, Jacolot, Christian
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US15/272,312
• Time in Patent Office: 356 Days
• Field of Search: 37921001, 37926501, 37926502, 37926503, 37926504, 37926505, 37926506, 37926507, 37926508, 37926509, 3792651, 37926511, 37926512, 37926513, 37926514, 37926601, 37926602, 37926603, 37926604, 37926605, 37926606, 37926607, 37926608, 37926609, 3792661
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A system for recommending a communication medium for interacting with a customer of a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: detect a first interaction via a first medium with the customer; identify a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer; for each communication medium of the candidate communication mediums, estimate an expected value to be obtained by utilizing the communication medium for the second interaction; and select a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.

Claims

1. A system for recommending a communication medium for interacting with a customer of a contact center, the system comprising:

a processor; and

memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to;

detect a first interaction via a first medium with the customer;

identify a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer;

for each communication medium of the candidate communication mediums, estimate an expected value to be obtained by utilizing the communication medium for the second interaction; and

select a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.

2. The system of claim 1, wherein the constraints include service rules and/or service agreements.

3. The system of claim 1, wherein the instructions further cause the processor to:

filter the identified communication mediums to determine the one or more candidate communication mediums based on the customer'"'"'s channel preferences, the customer'"'"'s current channel capabilities, and/or context data gathered from the first interaction.

4. The system of claim 1, wherein the instructions further cause the processor to:

identify capacity of the contact center to serve the customer on the selected communication medium; and

in response to identifying that the contact center has the capacity, establish the second interaction via the selected communication medium.

5. The system of claim 1, wherein the estimate of the expected value is based on context data including profile/preference data of the customer, intent of the customer, attributes of the candidate communication mediums, and/or profile data of agents of the contact center.

6. The system of claim 5, wherein the profile/preference data of the customer includes the customer'"'"'s age, gender, language abilities, geographic location, purchase history, affinities, occupation, memberships, preference of mediums, and/or usage history of the mediums.

7. The system of claim 5, wherein the attributes of the candidate communication mediums include information on a suitable service type for a given medium.

8. The system of claim 5, wherein the profile/preference data of the agents include gender, age, language skills, interaction skills, channel proficiency, and/or personal attributes of the agent.

9. The system of claim 5, wherein the expected value corresponds to a reward for fulfilling a business goal as a result of completing an interaction on the communication medium according to the context data.

10. The system of claim 9, wherein the business goal includes achieving a desired customer satisfaction, sales revenue, customer effort score, agent effort score, and/or net promoter score.

11. The system of claim 1, wherein the first and second interactions are part of a same transaction.

12. A method for recommending a communication medium for interacting with a customer of a contact center, the method comprising:

detecting, by a processor, a first interaction via a first medium with the customer;

identifying, by the processor, a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer;

for each communication medium of the candidate communication mediums, estimating, by the processor, an expected value to be obtained by utilizing the communication medium for the second interaction; and

selecting, by the processor, a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.

13. The method of claim 12, wherein the constraints include service rules and/or service agreements.

14. The method of claim 12, further comprising:

filtering, by the processor, the identified communication mediums to determine the one or more candidate communication mediums based on the customer'"'"'s channel preferences, the customer'"'"'s current channel capabilities, and/or context data gathered from the first interaction.

15. The method of claim 12, further comprising:

identifying, by the processor, capacity of the contact center to serve the customer on the selected communication medium; and

in response to identifying that the contact center has the capacity, establishing, by the processor, the second interaction via the selected communication medium.

16. The method of claim 12, wherein the estimate of the expected value is based on context data including profile/preference data of the customer, intent of the customer, attributes of the candidate communication mediums, and/or profile data of agents of the contact center.

17. The method of claim 16, wherein the profile/preference data of the customer includes the customer'"'"'s age, gender, language abilities, geographic location, purchase history, affinities, occupation, memberships, preference of mediums, and/or usage history of the mediums.

18. The method of claim 16, wherein the attributes of the candidate communication mediums include information on a suitable service type for a given medium.

19. The method of claim 16, wherein the profile/preference data of the agents include gender, age, language skills, interaction skills, channel proficiency, and/or personal attributes of the agent.

20. The method of claim 16, wherein the expected value corresponds to a reward for fulfilling a business goal as a result of completing an interaction on the communication medium according to the context data.

21. The method of claim 20, wherein the business goal includes achieving a desired customer satisfaction, sales revenue, customer effort score, agent effort score, and/or net promoter score.

22. The method of claim 12, wherein the first and second interactions are part of a same transaction.

23. A system for recommending a communication medium for interacting with a customer of a contact center, the system comprising:

means for detecting a first interaction via a first medium with the customer;

means for identifying a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer;

for each communication medium of the candidate communication mediums, means for estimating an expected value to be obtained by utilizing the communication medium for the second interaction; and

means for selecting a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.