Techniques for pairing contacts and agents in a contact center system
AssigneeAfiniti, Ltd.
InventorVikash Khatri
Life of this patent
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Abstract
Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.
Claims24
A method for pairing contacts and agents in a contact center system comprising:
- obtaining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, historical contact-agent interaction data for a plurality of contacts, wherein the historical contact-agent interaction data comprises data representing details associated with a respective contact's previous interactions, if any, with the contact center system;
- determining, by the at least one computer processor, a pairing strategy based on the historical contact-agent interaction data;
- receiving, by the at least one computer processor, a contact of the plurality of contacts available for pairing;
- determining, by the at least one computer processor, based on the historical contact-agent interaction data, that the contact has previously interacted with the contact center system;
- and
- pairing, by the at least one computer processor, the contact to an agent of the contact center system based on the pairing strategy and the historical contact-agent interaction data of the contact.
A system for pairing contacts and agents in a contact center system comprising:
- at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:
- obtain historical contact-agent interaction data for a plurality of contacts, wherein the historical contact-agent interaction data comprises data representing details associated with a respective contact's previous interactions, if any, with the contact center system;
- determine a pairing strategy based on the historical contact-agent interaction data;
- receive a contact of the plurality of contacts available for pairing;
- determine, based on the historical contact-agent interaction data, that the contact has previously interacted with the contact center system;
- and
- pair the contact to an agent of the contact center system based on the pairing strategy and the historical contact-agent interaction data of the contact.
An article of manufacture for pairing contacts and agents in a contact center system comprising:
- a non-transitory processor readable medium;
- and
- instructions stored on the medium;
- wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:
- obtain historical contact-agent interaction data for a plurality of contacts, wherein the historical contact-agent interaction data comprises data representing details associated with a respective contact's previous interactions, if any, with the contact center system;
- determine a pairing strategy based on the historical contact-agent interaction data;
- receive a contact of the plurality of contacts available for pairing;
- determine, based on the historical contact-agent interaction data, that the contact has previously interacted with the contact center system;
- and
- pair the contact to an agent of the contact center system based on the pairing strategy and the historical contact-agent interaction data of the contact.
Dependencies are inferred from the claim text.