Device, system and method for providing machine learning prompts on a call at a contact center server
AssigneeMitel Networks Corporation
InventorsJonathan Braganza, Logendra Naidoo
Life of this patent
Estimating the term…
Abstract
A device, system and method for providing machine learning prompts on a call at a contact center server are provided. A contact center (CC) server receives a call. The CC server receives, on the call, an indication of a queue, of a plurality of queues maintained by the CC server, into which to place the call. The CC server places the call into the queue indicated by the indication, the call placed into the queue in a hold state. A machine learning engine generates, based on historical data associated with the queue, one or more prompts for the call. The CC server provides the one or more prompts on the call during the hold state.
Claims18
A method comprising:
- receiving, via a contact center (CC) server, a call;
- receiving, via the CC server, on the call, an indication of a queue, of a plurality of queues maintained by the CC server, into which to place the call;
- placing, via the CC server, the call into the queue indicated by the indication, the call placed into the queue in a hold state;
- generating, via a machine learning engine, based on historical data associated with the queue, one or more prompts for the call;
- and
- providing, via the CC server, the one or more prompts on the call during the hold state, wherein generating one or more prompts for the call comprises:
- generating, via the machine learning engine, an initial prompt, of the one or more prompts, that includes one or more estimated reasons for the call based on the historical data associated with the queue;
- receiving, on the call, a selection of an estimated reason, of the one or more estimated reasons;
- and
- generating, via the machine learning engine, the one or more prompts that follow the initial prompt, based on the selection of the estimated reason.
A computing device comprising:
- a controller;
- and a computer- readable storage medium having stored thereon program instructions that, when executed by the controller, causes the controller to perform a set of operations comprising:
- receiving, via a contact center (CC) server, a call;
- receiving, via the CC server, on the call, an indication of a queue, of a plurality of queues maintained by the CC server, into which to place the call;
- placing, via the CC server, the call into the queue indicated by the indication, the call placed into the queue in a hold state;
- generating, via a machine learning engine, based on historical data associated with the queue, one or more prompts for the call;
- and
- providing, via the CC server, the one or more prompts on the call during the hold state, wherein the set of operations further comprise:
- generating, via the machine learning engine, an initial prompt, of the one or more prompts, that includes one or more estimated reasons for the call;
- receiving, on the call, a selection of an estimated reason, of the one or more estimated reasons;
- and
- generating, via the machine learning engine, the one or more prompts that follow the initial prompt, based on the selection of the estimated reason.
Dependencies are inferred from the claim text.