Systems and methods for finding an interaction subset within a set of interactions

A system for analyzing a plurality of interaction series, each interaction series associated with a rating and comprising a series of interactions between a user device and a contact center, each interaction comprising a pair, the pair comprising an interaction channel and an interaction reason, the system comprising:

• a memory;
• and
• a processor configured to:
• a) select an interaction channel and interaction reason pair as an interaction subset within the series of interactions;
• wherein an interaction channel comprises a channel of communication representing one of a telephone call, SMS, IVR, chat, web interaction, mail, video and voice, and an interaction reason represents a reason for the interaction between a given user device and the contact center;
• and wherein an interaction series is created in preprocessing from multiple different databases, each storing interactions from a different interaction channel;
• b) set a working set of interaction series equal to the plurality of interaction series, and set a rating threshold equal to an initial rating threshold;
• and iterate using operations comprising:
• c) for the interaction subset, determining, by interacting with a job server, if there is a set of interaction series among the working set of interaction series meeting a set of predefined conditions such that each interaction series in the set of interaction series comprises the interaction subset, an average rating of the interaction series in the set of interaction series is equal to or above the rating threshold and the set of interaction series includes at least a threshold number of interaction series;
• d) if no set of interaction series meets the conditions, then:
• selecting an interaction channel and interaction reason pair different from the last interaction channel and interaction reason pair in the interaction subset, and replacing the last interaction channel and interaction reason pair in the interaction subset with the different interaction channel and interaction reason pair;
• and
• repeating the iteration;
• and
• e) if a set of interaction series meets the conditions, then:
• selecting an additional interaction channel and interaction reason pair and adding the additional interaction channel and interaction reason pair to the interaction subset as the last interaction channel and interaction reason pair in the interaction subset;
• setting the working set of interaction series to be the set of interaction series;
• setting the rating threshold to be the average rating of the set of interaction series;
• repeating the iteration until reaching a predefined iteration cycle limit;
• and
• after iterating reaches the predefined iteration cycle limit, returning, by the processor, the interaction subset;
• f) generate an alert based on a daily monitoring of the interaction series triggering a threshold;
• and
• g) automatically send, by the processor, the alert to an analyst when a set of interaction series indicates a predefined behavior with respect to a given Key Performance Indicator (KPI).

A method for analyzing a plurality of journeys relating to interactions between user devices and a contact center, each journey having with a rating and comprising a series of tuples, each tuple comprising an interaction method and an interaction reason, the method comprising:

• initializing, by a processor, data by setting a sequence to be an initial sequence, each sequence comprising one or more tuples, setting a working set of journeys, and initializing a rating threshold;
• iterating by:
• for the sequence, determining, by the processor, interacting with a job server, if there is a set of journeys in the working set of journeys meeting a set of predefined conditions such that each journey includes the sequence, an average rating of the journeys in the set of journeys meets the rating threshold;
• and the set of journeys includes at least a minimum number of journeys:
• if no set of journeys meets the conditions, then:
• replacing, by the processor, the last tuple in the sequence and
• repeating the iteration;
• and
• if a set of journeys meets the conditions, then:
• adding by the processor, an additional tuple to the sequence;
• setting, by the processor, the working set of journeys to be the set of journeys;
• setting, by the processor, the rating threshold to be the average rating of the set of journeys;
• and
• repeating, by the processor, the iteration until reaching a predefined iteration cycle limit;
• and
• after iterating reaches the predefined iteration cycle limit, returning, by the processor, the sequence;
• generating an alert based on a daily monitoring of the interaction series triggering a threshold;
• and
• automatically sending, by the processor, the alert to an analyst when a journey indicates a predefined behavior with respect to a given Key Performance Indicator (KPI);
• wherein an interaction method comprises one of a telephone call, SMS, IVR, chat, web interaction, mail, video and voice, and an interaction reason comprises a reason for the interaction between a given user device and the contact center;
• and wherein a journey is created in preprocessing from multiple different databases, each storing interactions from a different interaction channel.