System and method to determine and remediate reverse transition from digital channels in a contact center
AssigneeNice Ltd.
InventorsSanketh Sudhakar Shetty, Salil Dhawan, Pramod Jalindar Giri
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Abstract
A system and a method for managing interactions between agent devices and customer devices, the system comprising: a computing device; a local storage; a memory; and a processor, the processor configured to: identify interaction data in interactions between an agent device and a customer device that show a transition from a first connection type to a second connection type; and when a transition in connection types is identified, initiating one or more remedial measures.
Claims20
A method of managing interactions between agent devices and customer devices, wherein the method comprises:
- identifying, by natural language processing, interaction data in interactions between an agent device and a customer device that show a transition from a first connection type to a second connection type;
- and
- when a transition in connection types initiated by the customer device is identified, initiating one or more remedial measures, the remedial measures being different from the transition in connection types, and wherein the remedial measures is amending the agent's workload.
A system for managing interactions between agent devices and customer devices, the system comprising:
- a computing device;
- a memory;
- and
- a processor, the processor configured to:
- identify, via natural language processing, interaction data in interactions between an agent device and a customer device that show a transition from a first connection type to a second connection type and wherein the remedial measures is amending the agent's workload;
- and
- when a transition in connection types initiated by the customer device is identified, initiating one or more remedial measures, the remedial measures being different from the transition in connection types.
A method of monitoring conversations between agent devices and customer devices, wherein the method comprises:
- monitoring conversation data in conversations between an agent device and a customer device to identify, via natural language processing, data that shows a switch from a first communication type to a second communication type between the agent device and the customer device;
- and
- when a switch in communication types between the agent device and the customer device initiated by the customer device is identified, initiating one or more remedial measures, the remedial measures being different from the switch in communication types, and wherein the remedial measures is the agent's workload.
Dependencies are inferred from the claim text.