Prediction of contact center interactions
First Claim
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1. A method comprising:
- receiving, by a microprocessor, a text interaction on a topic at a contact center, wherein the text interaction is between a user and a contact center agent and wherein the text interaction is a series of emails or social media postings between the user and the contact center agent;
analyzing, by the microprocessor, the text interaction to detect a pattern in the text interaction, wherein analyzing the text interaction to detect the pattern in the text interaction is based on a number of followers of the user on a social media network;
determining, by the microprocessor, based on the pattern in the text interaction, a pattern that will likely predict an initial outcome of the text interaction, wherein the pattern that will likely predict the initial outcome of the text interaction is that the user will likely be unhappy with the text interaction; and
in response to determining the pattern will likely predict the initial outcome of the text interaction, changing, by the microprocessor, a way of managing the user in the text interaction by bringing in a technical specialist or supervisor into the text interaction by initiating a voice communication session to the user.
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Abstract
In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.
62 Citations
20 Claims
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1. A method comprising:
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receiving, by a microprocessor, a text interaction on a topic at a contact center, wherein the text interaction is between a user and a contact center agent and wherein the text interaction is a series of emails or social media postings between the user and the contact center agent; analyzing, by the microprocessor, the text interaction to detect a pattern in the text interaction, wherein analyzing the text interaction to detect the pattern in the text interaction is based on a number of followers of the user on a social media network; determining, by the microprocessor, based on the pattern in the text interaction, a pattern that will likely predict an initial outcome of the text interaction, wherein the pattern that will likely predict the initial outcome of the text interaction is that the user will likely be unhappy with the text interaction; and in response to determining the pattern will likely predict the initial outcome of the text interaction, changing, by the microprocessor, a way of managing the user in the text interaction by bringing in a technical specialist or supervisor into the text interaction by initiating a voice communication session to the user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system comprising:
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a microprocessor; and a computer readable medium coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to; receive a text interaction on a topic at a contact center, wherein the text interaction is between a user and a contact center agent and wherein the text interaction is a series of emails or social media postings between the user and the contact center agent; analyze the text interaction to detect a pattern in the text interaction wherein analyzing the text interaction to detect the pattern in the text interaction is based on a number of followers of the user on a social media network; determine, based on the pattern in the text interaction, a pattern that will likely predict an initial outcome of the text interaction, wherein the pattern that will likely predict the initial outcome of the text interaction is that the user will likely be unhappy with the text interaction; and change a way of managing the user in the text interaction by bringing in a technical specialist or supervisor into the text interaction in response to determining the pattern will likely predict the initial outcome of the text interaction. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification
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Current AssigneeAvaya Incorporated
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Original AssigneeAvaya Incorporated
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InventorsDenby, Lorraine, Ju, Wen-Hua, Tendick, Patrick
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Primary Examiner(s)Hashem, Lisa
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Application NumberUS14/622,718Publication NumberTime in Patent Office1,607 DaysField of SearchUS Class CurrentCPC Class CodesH04M 2203/551 Call history recording a co...H04M 2203/556 Statistical analysis and in...H04M 3/5166 in combination with interac...H04M 7/0042 where the data service is a...
