Customer relationship management call intent generation

A computer implemented method for performing management of customer contacts using a customer relationship management (CRM) system executing on a computer system, the method comprising:

• identifying, using a programmed processor of the computer system, a plurality of different customer target contacts from a datastore accessible to the programmed processor of the computer system, each customer target contact being associated with an outstanding task item;
• identifying, using the programmed processor of the computer system, a first user as a customer-facing user of the CRM system based on an authentication of the first user to the CRM system;
• selecting, using a programmed processor of the computer system, a subset of the different customer target contacts for contact by the first user within a work period;
• determining, using the programmed processor of the computer system, a priority associated with each different customer target to contact, wherein the priority associated with each different customer target to contact is determined:
• using one or more machine learning algorithms, wherein the programmed processor of the computer system executes the one or more machine learning algorithms to correlate historical data associated with at least one of each individual customer target contact of the subset of the different customer target contacts or the first user of the CRM system to prioritize each different customer target, and wherein the historical data comprises a type of debt associated with each individual customer target and at least one of call durations associated with each individual customer target, a communications history associated with each individual customer target, a transcript of previous calls associated with each individual customer target, call durations associated with the first user of the CRM system, or previous notes created by the first user of the CRM system;
• based on a determination of the priority associated with each different customer target to contact, generating, using the programmed processor of the computer system, a user interface displaying an ordered list prioritizing the subset of the different customer target contacts to contact and information representing a proposed achievement goal for the first user within the work period;
• determining, using the programmed processor of the computer system, a first customer target contact based on the ordered list prioritizing the subset of the different customer target contacts;
• and
• providing, using the programmed processor of the computer system, a pre-contact summary for presentation to the first user on the user interface, the pre-contact summary providing information regarding a pending contact and contextual information regarding the first customer target contact.

A non-transitory computer-readable storage medium including executable instructions that, when executed by a processor of a computer system, cause the processor to:

• identify a plurality of differentcustomer target contacts from a datastore accessible to the processor of the computer system, each customer target contact being associated with an outstanding task item;
• identify a first user as a customer-facing user of the CRM system based on an authentication of the first user to the CRM system;
• select a subset of the different customer target contacts for contact by the first user within a work period;
• determine a priority associated with each different customer target to contact, wherein the priority associated with each different customer target to contact is determined:
• using one or more machine learning algorithms, wherein the processor of the computer system executes the one or more machine learning algorithms to correlate historical data associated with at least one of each individual customer target contact of the subset of the different customer target contacts or the first user of the CRM system to prioritize each different customer target, and wherein the historical data comprises a type of debt associated with each individual customer target and at least one of call durations associated with each individual customer target, a communications history associated with each individual customer target, a transcript of previous calls associated with each individual customer target, call durations associated with the first user of the CRM system, or previous notes created by the first user of the CRM system;
• based on a determination of the priority associated with each different customer target to contact, generate, using the processor, a user interface displaying an ordered list prioritizing the subset of the different customer target contacts to contact and information representing a proposed achievement goal for the first user within the work period;
• determine a first customer target contact based on the ordered list prioritizing the subset of the different customer target contacts;
• and
• provide a pre-contact summary for presentation to the first user on the user interface, the pre-contact summary providing information regarding a pending contact and contextual information regarding the first customer target contact.