Agent training sensitive call routing system

• US 10,447,855 B1
• Filed: 04/20/2017
• Issued: 10/15/2019
• Est. Priority Date: 06/25/2001
• Status: Expired due to Term

• Current Assignee: Patent Armory Inc. (Jeffrey M. Gross)
• Original Assignee: Steven Mark Hoffberg
• Inventors: Hoffberg, Steven M.
• Primary Examiner(s): Deane, Jr., William J
• Application Number:
  US15/492,781
• Time in Patent Office: 908 Days
• Field of Search: 37926501-26514, 37926601-2661, 379309
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.

Claims

1. A method optimizing a matching of individuals for engaging in a communication, comprising:

retrieving profiles for a plurality of individuals, each respective profile representing at least dynamic characteristics of the respective individual, a subjective preference of the respective individual, and a past history of the respective individual;

evaluating, with at least one automated processor, a plurality of proposed communications between the respective individuals, based on at least a predicted economic value of a respective proposed communication between respective individuals at a time after the respective proposed communication has concluded, based on at least the respective profiles of the respective individuals, a predicted change in the dynamic characteristics of the respective individuals, and an availability of the respective individuals;

matching respective individuals for an actual communication, with the at least one automated processor, based on at least an optimization of the evaluations of the plurality of proposed communications and an at least partial balancing of availability of respective individuals;

initiating the actual communication between the respective individuals by control of au automated communication router, dependent on an acceptance of the actual communication by the matched respective individuals; and

updating the respective profiles based on changes in the dynamic characteristics of the respective individuals and the past history.

2. The method according to claim 1, wherein the predicted economic value comprises a cost-utility value for a respective individual.

3. The method according to claim 2, wherein the matching is dependent on the predicted change in the cost-utility value for the respective individual as a result of the actual communication.

4. The method according to claim 1, wherein said matching comprises performing an optimization of the respective proposed communications of all of the respective individuals, wherein the evaluation of each respective communication defines a prospective benefit and a prospective cost for each respective proposed communication.

5. The method according to claim 1, wherein the respective individuals have at least two distinct and different types, and the proposed communications are between respective individuals have different types and are matched dependent on the difference between the types.

6. The method according to claim 1, wherein the profiles for at least a portion of the individuals further comprise skill information, wherein the evaluating is further responsive to the skill of one respective individual and a need for the skill by another respective individual, as parties to the proposed communication.

7. The method according to claim 6, further comprising updating the skill information for at least one respective individual participant in the actual communication.

8. The method according to claim 1, wherein said initiating the actual communication comprises automatically establishing a bi-directional real time communication channel between at least two respective individuals.

9. The method according to claim 1, wherein the profile for a respective individual is retrieved based on an identification of a telephone device of the respective individual.

10. A system for optimizing a matching of individuals for engaging in a communication, comprising:

a memory configured to store profiles for a plurality of individuals, each respective profile comprising dynamic information dependent on characteristics of the individual, a subjective preference of the individual, and a past history of the individual;

at least one automated processor, configured to;

evaluate a plurality of proposed communications between respective individuals, based on at least a predicted economic value of the proposed communication at a time after the proposed communication has concluded, the respective profiles of the individuals, a predicted change in the dynamic information of the respective profiles of respective individuals involved in the proposed communication, and an availability of the respective individuals;

match respective individuals for an actual communication with another respective individual based on at least an optimization of the evaluation, said match being at least partially balanced among respective individuals with respect to availability of respective individuals; and

update the respective profiles based on changes in the dynamic information and the past history; and

a communication router configured to conduct the actual communication between the respective individuals dependent on acceptance of the actual communication by the matched respective individuals.

11. The system according to claim 10, wherein the optimization comprises maximizing a cost-utility value for a plurality of respective individuals.

12. The system according to claim 11, wherein the at least one automated processor is further configured to match the respective individuals dependent on at least a predicted change in a cost-utility function for a respective individual as a result of the proposed communication.

13. The system according to claim 10, wherein the at least one automated processor is further configured to match the respective individuals by performing an optimization of the proposed communications of all of the respective individuals based on both the evaluation and the availability of the respective individuals.

14. The system according to claim 10, wherein the respective individuals have at least two distinct and different types, and the proposed communications are between respective individuals have different types and are matched dependent on the difference between the types.

15. The system according to claim 10, wherein the profiles for at least a portion of the individuals further comprise skill information, wherein the at least one automated processor is further configured to match the respective individuals responsive to the skill of one respective individual and a need for the skill by another respective individual.

16. The system according to claim 15, wherein the at least one automated processor is further configured to update the skill information for at least one respective individual.

17. The system according to claim 10, wherein the communication router is configured to establish a bi-directional real time communication channel between at least two respective individuals matched for actual communication.

18. The system according to claim 10, wherein the communication router comprises a telephone switch configured to establish interactive bi-directional real time voice communications between at least two respective individuals matched for actual communication.

19. The system according to claim 10, wherein the communication router comprises an internet protocol router.

20. A method optimizing communications of sets of individuals, comprising:

retrieving profiles for a plurality of individuals, each profile being dependent on at least dynamically-changing characteristics of a respective individual, and a preference of the respective individual;

determining, with at least one automated processor, a predicted economic value of a communication between respective sets of individuals reflecting a period after an initiated communication has concluded;

matching respective sets of individuals for a prospective communication based at least on the determined predicted economic value of the communication and a predicted change in the dynamically-changing characteristics of the sets of individuals dependent on the communication, and at least a partial balancing of availability of respective individuals for the communication;

proposing a communication between respective sets of individuals dependent on the matching;

initiating an interactive communication between the respective sets of individuals subsequent to acceptance of the proposed communication by control of an automated communication router; and

updating the respective profiles of at least one participant in the communication based on a communication-dependent change in the dynamically-changing characteristics.