US 12,052,390 B2 · Selective aggregation of enqueued nodes into a subnetwork for simultaneous communication

Abstract

Contact centers often encounter situations where a group of customers have a common issue to be addressed. Connecting each customer to an agent for one-on-one communication may be effective, but it is resource intensive both in terms of networking and computer requirements and the time an agent spends repeating the same information. By performing an initial assessment of customers' issues, a common issue may be discovered that a common issue exists that can be handled in a group lecture pod, wherein a number of customer connect to interact with an agent and optionally to each other. Provided confidential information is not required, and any other required consent given, customers may be connected to the group lecture pod for more immediate resolution of a common issue and not have to stay in queue to wait for an agent to become available for a one-on-one interaction.

Claims20

Dependent claims

A system, comprising:

a processor configured with machine-readable instructions maintained in a non-transitory memory;
and
an interface to a network for simultaneous communication with nodes via the network;
wherein the processor performs:
obtaining issues to be addressed from each of the nodes;
determining, from the issues to be addressed from each of the nodes, whether a common issue exists that is common to a subset of the nodes;
evaluating whether the common issue is resolvable by a single agent simultaneously engaged with each of a plurality of the subset of the nodes;
upon determining the common issue is resolvable by the single agent, establishing a subnetwork comprising each of the plurality of the subset of nodes and a first agent node of the single agent for simultaneous communication thereon;
determining an excluded node of the nodes exists, wherein the excluded node was not added to the subnetwork;
and
enqueuing the excluded node for connection with a second agent node of a second agent for one-on-one communication therebetween.

8 more elements

A method, comprising:

accessing nodes;
obtaining issues to be addressed from each of the nodes;
determining, from the issues to be addressed from each of the nodes, whether a common issue exists that is common to a subset of the nodes;
evaluating whether the common issue is resolvable by a single agent simultaneously engaged with each of a plurality of the subset of the nodes;
upon determining the common issue is resolvable by the single agent, establishing a subnetwork comprising each of the plurality of the subset of nodes and a first agent node of the single agent for simultaneous communication thereon;
determining an excluded node of the nodes exists, wherein the excluded node was not added to the subnetwork;
and
enqueuing the excluded node for connection with a second agent node of a second agent for one-on-one communication therebetween.

5 more elements

A method, comprising:

accessing nodes;
obtaining issues to be addressed from each of the nodes;
determining, from the issues to be addressed from each of the nodes, whether a common issue exists that is common to a subset of the nodes;
evaluating whether the common issue is resolvable by a single agent simultaneously engaged with each of a plurality of the subset of the nodes;
and
upon determining the common issue is resolvable by the single agent, establishing a subnetwork comprising each of the plurality of the subset of nodes and a first agent node of the single agent for simultaneous communication thereon;
and
wherein determining whether the common issue exists that is common to the subset of the nodes, further comprises a processor determining:
a first estimated handling time to address each issue for the plurality of the subset of nodes utilizing a one-on-one communication with one of a pool of agents, each utilizing a corresponding one of a pool of agent nodes;
and
a second estimated handling time to address each issue for the plurality of the subset of nodes utilizing the subnetwork;
and
wherein the common issue exists upon determining the second estimated handling time is less than the first estimated handling time.

10 more elements

Dependencies are inferred from the claim text.

Selective aggregation of enqueued nodes into a subnetwork for simultaneous communication

Life of this patent

Selective aggregation of enqueued nodes into a subnetwork for simultaneous communication

Life of this patent

Abstract

Claims20