Techniques for behavioral pairing model evaluation in a contact center system

• US 10,135,986 B1
• Filed: 02/21/2017
• Issued: 11/20/2018
• Est. Priority Date: 02/21/2017
• Status: Active Grant

• Current Assignee: Afiniti Ltd
• Original Assignee: Afiniti International Holdings, Ltd.
• Inventors: Ahmad, Muhammad Haseeb
• Primary Examiner(s): Nguyen, Quynh H
• Application Number:
  US15/438,325
• Time in Patent Office: 637 Days
• Field of Search: 37926511, 705 713
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

Techniques for behavioral pairing model evaluation in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing model evaluation in a contact center system and communicatively coupled to the operating system comprising determining, by at least one computer processor configured to operate in the contact center system, contact data; partitioning, by the at least one computer processor, the contact data into a first plurality of types; determining, by the at least one computer processor, a first measure of the quality of the partitioning of the contact data into the first plurality of types; and outputting, by the at least one computer processor, a computer-processor generated behavioral pairing model based on the quality of the partitioning.

Claims

1. A method for behavioral pairing model evaluation in a contact center system comprising:

determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, contact data;

partitioning, by the at least one computer processor, the contact data into a first plurality of types;

determining, by the at least one computer processor, a first measure of the quality of the partitioning of the contact data into the first plurality of types;

partitioning, by the at least one computer processor, the contact data into a second plurality of types different from the first plurality of types;

determining, by the at least one computer processor, a second measure of the quality of the partitioning of the contact data into the second plurality of types;

selecting, by the at least one computer processor, one of the first plurality of types and the second plurality of types having a higher measure of the quality of the partitioning by comparing the first and second measures of the quality of the partitioning;

outputting, by the at least one computer processor, a computer-processor generated behavioral pairing model based on the quality of the partitioning, wherein the computer-processor generated behavioral pairing model is based on the selected one of the first plurality of types and the second plurality of types; and

establishing, by the at least one computer processor, in a switch module of the contact center system, a communication channel between communication equipment of a contact and communication equipment of an agent based at least in part upon the computer-processor generated behavioral pairing model.

2. The method of claim 1, wherein partitioning the contact data comprises applying, by the at least one computer processor, locality sensitive hashing (LSH) to the contact data.

3. The method of claim 1, wherein the contact data is divided into training contact data and test contact data.

4. The method of claim 1, wherein partitioning the contact data comprises applying, by the at least one computer processor, a randomized set of partitions.

5. The method of claim 1, wherein the selected one of the first and second plurality of types is expected to provide a greater increase in expected contact center performance than the other of the first and second plurality of types.

6. The method of claim 1, further comprising:

applying, by the at least one computer processor, the behavioral pairing model to at least one contact and at least one available agent within the contact center system using a behavioral pairing strategy.

7. A system for behavioral pairing model evaluation in a contact center system comprising:

at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is configured to;

determine contact data;

partition the contact data into a first plurality of types;

determine a first measure of the quality of the partitioning of the contact data into the first plurality of types;

partition the contact data into a second plurality of types different from the first plurality of types;

determine a second measure of the quality of the partitioning of the contact data into the second plurality of types;

select one of the first plurality of types and the second plurality of types having a higher measure of the quality of the partitioning by comparing the first and second measures of the quality of the partitioning;

output a computer-processor generated behavioral pairing model based on the quality of the partitioning, wherein the computer-processor generated behavioral pairing model is based on the selected one of the first plurality of types and the second plurality of types; and

establish, in a switch module of the contact center system, a communication channel between communication equipment of a contact and communication equipment of an agent based at least in part upon the computer-processor generated behavioral pairing model.

8. The system of claim 7, wherein partitioning the contact data comprises applying locality sensitive hashing (LSH) to the contact data.

9. The system of claim 7, wherein the contact data is divided into training contact data and test contact data.

10. The system of claim 7, wherein partitioning the contact data comprises applying a randomized set of partitions.

11. The system of claim 7, wherein the selected one of the first and second plurality of types is expected to provide a greater increase in expected contact center performance than the other of the first and second plurality of types.

12. The system of claim 7, wherein the at least one computer processor is further configured to:

apply the behavioral pairing model to at least one contact and at least one available agent within the contact center system using a behavioral pairing strategy.

13. An article of manufacture for behavioral pairing model evaluation in a contact center system comprising:

a non-transitory processor readable medium; and

instructions stored on the medium;

wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to;

determine contact data;

partition the contact data into a first plurality of types;

determine a first measure of the quality of the partitioning of the contact data into the first plurality of types;

partition the contact data into a second plurality of types different from the first plurality of types;

determine a second measure of the quality of the partitioning of the contact data into the second plurality of types;

select one of the first plurality of types and the second plurality of types having a higher measure of the quality of the partitioning by comparing the first and second measures of the quality of the partitioning;

output a computer-processor generated behavioral pairing model based on the quality of the partitioning, wherein the computer-processor generated behavioral pairing model is based on the selected one of the first plurality of types and the second plurality of types; and

establish, in a switch module of the contact center system, a communication channel between communication equipment of a contact and communication equipment of an agent based at least in part upon the computer-processor generated behavioral pairing model.

14. The article of manufacture of claim 13, wherein partitioning the contact data comprises applying locality sensitive hashing (LSH) to the contact data.

15. The article of manufacture of claim 13, wherein the contact data is divided into training contact data and test contact data.

16. The article of manufacture of claim 13, wherein partitioning the contact data comprises applying a randomized set of partitions.

17. The article of manufacture of claim 13, wherein the selected one of the first and second plurality of types is expected to provide a greater increase in expected contact center performance than the other of the first and second plurality of types.

18. The article of manufacture of claim 13, wherein the at least one computer processor is further caused to operate so as to:

apply the behavioral pairing model to at least one contact and at least one available agent within the contact center system using a behavioral pairing strategy.