On-topic monitor

• US 9,894,206 B2
• Filed: 10/04/2016
• Issued: 02/13/2018
• Est. Priority Date: 07/18/2016
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Erhart, George W., Tendick, Patrick, Ju, Wen-Hua
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US15/285,160
• Publication Number:
  US 20180020095A1
• Time in Patent Office: 497 Days
• Field of Search: None
• CPC Class Codes: G06Q 10/063118 Staff planning in a project environment
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/6027 Fraud preventions
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• 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 3/5175 Call or contact centers supervision arrangements

Abstract

Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.

Claims

1. A system, comprising:

a communications monitor to monitor an interaction between a customer of a contact center and an agent of the contact center, the interaction utilizing a customer communication device, an agent communication device, and a communications network therebetween;

a database comprising entries, the entries further comprising at least one of banter content and progress content;

a computer processor to match a portion of the interaction to the at least one of banter content and progress content; and

wherein the computer processor further calculates an observed progress-to-banter ratio from, at least, the matched portion of the interaction to the at least one of banter content and progress content; and

wherein the computer processor outputs a signal comprising indicia of the observed progress-to-banter ratio for reception by a signal-receiving component.

2. The system of claim 1, further comprising:

the computer processor to further perform the match and calculation in substantially real-time; and

wherein the signal further comprises a real-time indicia of the observed progress-to-ratio banter.

3. The system of claim 1, wherein the signal-receiving component comprises an output device associated with the agent, the output device operable to present indicia of the observed progress-to-banter ratio to the agent.

4. The system of claim 1, wherein the database, further comprises, domain-specific entries, and wherein the progress content further comprises progress content specific to a domain.

5. The system of claim 1, further comprising:

the computer processor to access a target progress-to-banter ratio; and

wherein the computer processor outputs the signal comprising indicia of the target progress-to-banter ratio.

6. The system of claim 5, wherein the agent comprises an automated agent operable to selectively insert banter into the interaction and in response to a difference between the target progress-to-banter ratio and the observed progress-to-banter radio, then modifies the selective insertion of banter into the interaction to reduce the difference.

7. The system of claim 1, further comprising:

the computer processor further determines whether the interaction achieved a desired result associated with the interaction; and

the computer processor further updates a target progress-to-banter ratio in accord with the observed progress-to-banter ratio and whether the interaction achieved the desired result.

8. The system of claim 1, wherein:

the computer processor further determines whether the interaction achieved a desired result associated with the interaction; and

the computer processor further determines a new banter content from the interaction and updating the database to include an entry associated with the new banter content and indicia of the determination of whether the interaction achieved the desired result.

9. The system of claim 8, further comprising, the computer processor updating at least one entry in the database to indicate a position within the interaction in which the new banter content occurred.

10. The system of claim 1, further comprising:

wherein at least one banter content comprises an acceptability within a position of a plurality of positions within the interaction; and

the computer processor outputs the signal further comprising the acceptability with the position of the plurality of positions within the interaction.

11. A method, comprising:

monitoring an interaction utilizing a communications network, the interaction comprising communications of a customer of a contact center, utilizing a customer communication device, and an agent of the contact center, utilizing agent communication device, and;

accessing, by a computer processor, a database comprising entries, the entries further comprising at least one of banter content and progress content;

matching, by the computer processor, a portion of the interaction to the at least one of banter content and progress content;

calculating, by the computer processor, an observed progress-to-banter ratio from, at least, the matched portion of the interaction to the at least one of banter content and progress content; and

signaling, by the computer processor to a signal-receiving component, the signal comprising indicia of the observed progress-to-banter ratio.

12. The method of claim 11, wherein the signal-receiving component comprises an output device associated with the agent, the output device operable to present indicia of the observed progress-to-banter ratio to the agent.

13. The method of claim 11, wherein the database, further comprises, domain-specific entries, and wherein the progress content further comprises progress content specific to a domain.

14. The method of claim 11, further comprising:

accessing, by the computer processor, a target progress-to-banter ratio; and

wherein the outputting of the signal by the computer processor, further comprises outputting the signal comprising indicia of the target progress-to-banter ratio.

15. The method of claim 11, further comprising:

accessing, by the computer processor, at least one historic interaction between a historic customer of the contact center and a historic agent of the contact center;

determining, by the computer processor, a historic progress-to-banter ratio and a success of the interaction to accomplish an objective of the historic interaction; and

upon determining the success of the interaction, causing, by the computer processor, the database, to have at least one of the entries comprising the historic progress-to-banter ratio.

16. The method of claim 15, wherein:

the step of calculating further comprises, calculating a difference between the historic progress-to-banter ratio and an observed progress-to-banter ratio; and

the signaling further comprises, providing indicia of the difference.

17. A system, comprising:

means for monitoring an interaction between a customer of a contact center and an agent of the contact center;

means for maintaining entries further comprising at least one of banter content and progress content;

means for matching a portion of the interaction to the at least one of banter content and progress content; and

means to calculate an observed progress-to-banter ratio from, at least, the matched portion of the interaction to the at least one of banter content and progress content; and

means to signal, an output device associated with the agent, wherein the signal comprises the observed progress-to-banter ratio.

18. The system of claim 17, further comprising:

means to access a target progress-to-banter ratio, and

wherein the signal further comprises indicia of a difference between the observed progress-to-banter ratio and the target progress-to-banter ratio.

19. The system of claim 18, further comprising:

means to observe a historic interaction between a historic customer of the contact center and a historic agent of the contact center;

means to determine a success of an objective of the historic interaction and a historic progress-to-banter ratio; and

upon determining the success of the objective, means to update the target progress-to-banter ratio with the historic progress-to-banter ratio.

20. The system of claim 17, further comprising:

means to observe a historic interaction between a historic customer of the contact center and a historic agent of the contact center;

means to determine a success of an objective of the historic interaction and a historic progress-to-banter ratio; and

upon determining the success of the objective, means to determine a historic banter of the historic interaction, and means to update at least one entry associated with the historic banter.