# US 10,484,539 B2 · System and method for managing interaction flow for contact centers

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- Number: US 10,484,539 B2
- Document ID: US10484539B2
- Status: Granted
- Kind: B2
- Application number: 14/723,431
- Filed: 2015-05-27
- Published: 2015-12-03
- Granted: 2019-11-19
- Earliest claimed: 2014-05-27
- Applicants: Genesys Telecommunications Laboratories, Inc.
- Inventors: Praphul Kumar; Leonid Vymenets; Herbert Willi Artur Ristock; Vyacheslav Zhakov
- Web page: https://patentgrep.com/patent/US10484539B2

## CPC

- H04M 3/5175: {Call or contact centers supervision arrangements}
- G06F 3/04842: Selection of displayed objects or displayed text elements (G06F3/0482 takes precedence)
- G06Q 30/016: After-sales
- H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends}
- H04M 3/5183: {Call or contact centers with computer-telephony arrangements}
- H04M 3/5191: {interacting with the Internet}
- H04M 3/5232: {Call distribution algorithms}
- H04M 7/0012: {Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements}
- H04M 3/2227: {Quality of service monitoring}
- H04M 3/523: with call distribution or queueing
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR

## Abstract

In a system for managing an interaction flow, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the predesigned interaction flows relevant to the communication.

## Claims

### Claim 1

A system for managing an interaction flow, the system comprising:
a switch configured to receive a plurality of communications for routing to one or more contact center resources;
a processor coupled to the switch; and
a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to:
receive a communication from a user device, wherein the communication is initially an unstructured communication;
store data corresponding to one or more topics of the communication in the memory;
compare the data with parameters of a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication, wherein the predesigned interaction flows each comprise a plurality of discrete stages in a predetermined order defining ordered steps to be executed in an interaction;
identify a first interaction flow and a second interaction flow, from among the plurality of predesigned interaction flows, that respectively match different topics of the communication;
after identifying the first interaction flow, compare the first interaction flow with data collected during the unstructured communication to determine whether or not the data collected during the unstructured communication satisfies one or more operations of the first interaction flow;
identify an operation, from among the first interaction flow and the second interaction flow, that is satisfied when the communication is the unstructured communication prior to identifying the first interaction flow and the second interaction flow; and
transmit a signal to the switch for routing the communication to a plurality of contact center resources corresponding, respectively, to the first and second interaction flows to be executed by the plurality of contact center resources without executing the operation that was satisfied.

### Claim 2 (depends on 1)

The system of claim 1, wherein the corresponding contact center resource comprises a plurality of contact center resources executing different ones of the predesigned interaction flows.

### Claim 3 (depends on 2)

The system of claim 2, wherein the different ones of the predesigned interaction flows are executed concurrently.

### Claim 4 (depends on 2)

The system of claim 2, wherein the different ones of the predesigned interaction flows are executed sequentially.

### Claim 5 (depends on 2)

The system of claim 2, wherein the instructions further cause the processor to: store interaction data obtained during a first one of the different ones of the predesigned interaction flows; and provide the interaction data as an input to a second one of the different ones of the predesigned interaction flows.

### Claim 6 (depends on 1)

The system of claim 1, wherein in identifying the one or more of the predesigned interaction flows relevant to the communication, the instructions further cause the processor to determine whether or not the data comprises information that is gathered as part of the one or more of the predesigned interactions.

### Claim 7 (depends on 1)

The system of claim 1, wherein the instructions further cause the processor to display, on a display, a graphical representation of interaction traffic statistics corresponding to the interaction flow.

### Claim 8 (depends on 1)

The system of claim 1, wherein the instructions further cause the processor to determine whether or not multiple ones of the predesigned interaction flows are relevant to the communication.

### Claim 9 (depends on 8)

The system of claim 8, wherein the instructions further cause the processor to conduct the interaction in a plurality of communication channels.

### Claim 10 (depends on 1)

The system of claim 1, wherein the instructions further cause the processor to display, on a display, a graphical representation of interaction errors corresponding to the interaction flow.

### Claim 11

A method for managing an interaction flow, the method comprising:
receiving, by a processor, a communication from a user device, wherein the communication is initially an unstructured communication;
storing, by the processor, data corresponding to one or more topics of the communication in a memory;
comparing, by the processor, the data with parameters of a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication, wherein the predesigned interaction flows each comprise a plurality of discrete stages in a predetermined order defining ordered steps to be executed in an interaction;
identifying, by the processor, a first interaction flow and a second interaction flow, from among the plurality of predesigned interaction flows, that respectively match different topics of the communication;
after identifying the first interaction flow, comparing, by the processor, the first interaction flow with data collected during the unstructured communication to determine whether or not the data collected during the unstructured communication satisfies one or more operations of the first interaction flow;
identifying, by the processor, an operation, from among the first interaction flow and the second interaction flow, that is satisfied when the communication is the unstructured communication prior to identifying the first interaction flow and the second interaction flow; and
transmitting, by the processor, a signal to a switch for routing the communication to a plurality of contact center resources corresponding, respectively, to the first and second interaction flows to be executed by the plurality of contact center resources without executing the operation that was satisfied.

### Claim 12 (depends on 11)

The method of claim 11, wherein the corresponding contact center resource comprises a plurality of contact center resources executing different ones of the predesigned interaction flows.

### Claim 13 (depends on 12)

The method of claim 12, wherein the different ones of the predesigned interaction flows are executed concurrently.

### Claim 14 (depends on 12)

The method of claim 12, wherein the different ones of the predesigned interaction flows are executed sequentially.

### Claim 15 (depends on 12)

The method of claim 12, further comprising: storing, by the processor, interaction data obtained during a first one of the different ones of the predesigned interaction flows; and providing, by the processor, the interaction data as an input to a second one of the different ones of the predesigned interaction flows.

### Claim 16 (depends on 11)

The method of claim 11, wherein in identifying the one or more of the predesigned interaction flows relevant to the communication, the method further comprises determining, by the processor, whether or not the data comprises information that is gathered as part of the one or more of the predesigned interactions.

### Claim 17 (depends on 11)

The method of claim 11, further comprising displaying, by the processor on a display, a graphical representation of interaction traffic statistics corresponding to the interaction flow.

### Claim 18 (depends on 11)

The method of claim 11, further comprising determining, by the processor, whether or not multiple ones of the predesigned interaction flows are relevant to the communication.

### Claim 19 (depends on 18)

The method of claim 18, further comprising conducting, by the processor, the interaction in a plurality of communication channels.

### Claim 20 (depends on 11)

The method of claim 11, further comprising displaying, by the processor on a display, a graphical representation of interaction errors corresponding to the interaction flow.