SYSTEM AND METHOD FOR DISTRIBUTED RULE-BASED SEQUENCING ENGINE

• US 20160048778A1
• Filed: 11/24/2014
• Published: 02/18/2016
• Est. Priority Date: 08/15/2014
• Status: Active Grant

• Current Assignee: Nice Ltd
• Original Assignee: Nice Systems Limited (Nice Ltd)
• Inventors: SHARON, Dan, KOVACS, Eitan, CHER, Igor
• Granted Patent: US 10,019,680 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis
• CPC Class Codes: G06Q 30/016 After-sales

Abstract

A computing device including a processor and memory may receive input from a user to define one or more sequence types, each sequence type based on a time frame. A distributed computing system may receive interaction data on a plurality of computing nodes and describing an interaction event between a customer and an agent. The one or more computing nodes may associate the received interaction event with the customer'"'"'s identifier in a customer history table, wherein the customer history table stores historical interaction events for the customer. Further, the computing nodes may assign the received interaction event to a sequence, based on the defined one or more sequence types.

Claims

1. A method of generating a sequence of interactions, comprising:

defining, by a processor, one or more sequence types, each sequence type based on a time frame;

receiving, by a distributed computing system comprising a plurality of computing nodes, interaction data describing an interaction event between a customer and an agent;

associating the received interaction event with the customer'"'"'s identifier in a customer history table, wherein the customer history table stores historical interaction events for the customer; and

assigning the received interaction event to a sequence, based on the defined one or more sequence types.

2. The method of claim 1, wherein a sequence includes a sequence identifier associated with one or more interaction events involving the customer, wherein the one or more interaction events are ordered chronologically and occur within a defined time frame of a sequence type.

3. The method of claim 1, comprising further defining a sequence type based on a communication channel.

4. The method of claim 1, comprising further defining a sequence type based on a contact reason.

5. The method of claim 1, comprising retrieving a subset of previous interactions events from the customer history table, wherein the subset includes interaction events occurring within a maximum time frame of the defined one or more sequence types.

6. The method of claim 5, comprising:

comparing attributes of the retrieved subset of previous interactions with attributes described by a defined sequence type; and

determining sequences based on the comparison of attributes.

7. The method of claim 1, comprising calculating key performance indicators over the sequences.

8. The method of claim 1, comprising storing the interaction data and the sequence in a distributed file system.

9. A system comprising:

at least one processor configured to define one or more sequence types, each sequence type based on a time frame; and

a distributed file system comprising a plurality of processors on a plurality of computing nodes, wherein the processors are configured to;

receive interaction data describing an interaction event between a customer and an agent;

associate the received interaction event with the customer'"'"'s identifier in a customer history table, wherein the customer history table stores previous interaction events for a plurality of customers; and

assign the received interaction event to a sequence, based on the defined one or more sequence types.

10. The system of claim 9, wherein a sequence includes a sequence identifier associated with one or more interaction events involving the customer, wherein the one or more interaction events are ordered chronologically and occur within a defined time frame of a sequence type.

11. The system of claim 9, wherein the at least one processor is configured to define a sequence type based on a communication channel.

12. The system of claim 9, wherein the at least one processor is configured to define a sequence type based on a contact reason.

13. The system of claim 9, wherein the plurality of processors are configured to retrieve a subset of previous interactions events from the customer history table, wherein the subset includes interaction events occurring within a maximum time frame of the defined one or more sequence types.

14. The system of claim 13, wherein the plurality of processors are configured to compare attributes of the retrieved subset of previous interactions with attributes described by a defined sequence type;

and

determine sequences based on the comparison of attributes.

15. The system of claim 9, wherein the plurality of processors are configured to store the customer history table and the sequence to a distributed database.

16. An apparatus, comprising:

at least one processor configured to receive input from a user describing sequence types, each sequence type based on a time frame; and

a distributed file system comprising a plurality of processors configured to;

receive data describing a plurality of interaction events, each involving a customer and agent;

update a customer history table to include the plurality of interaction events;

load a subset of the customer history table, the subset including historical interaction events for relevant customers within a maximum time frame of the sequence types;

generate sequences of interactions based on the subset of the customer history table and the sequence types.

17. The apparatus of claim 16, wherein each sequence type is further based on a communication channel or a contact reason.

18. The apparatus of claim 16, wherein the customer history table stores previous interaction events sorted by customer in chronological order.

19. The apparatus of claim 16, wherein each of the generated sequences includes a sequence identifier associated with one or more interaction events involving at least one customer, wherein the one or more interaction events are ordered chronologically and occur within a defined time frame of a sequence type.

20. The apparatus of claim 16, wherein relevant customers are customers described in the received data.