US 12,726,571 B2 · Contact center deflection system

Abstract

A deflection bot, such as a chatbot, may resolve contacts with a contact center automatically if a knowledge base includes information relevant to the contacts, and thereby deflect the contacts away from being handled by representatives of the contact center. If the deflection bot is unable to resolve contacts associated with a topic based on information in the knowledge base, the non-deflected contacts may be routed on to representatives. A dashboard associated with the contact center may identify, substantially in real-time, when a spike in non-deflected contacts associated with a topic occurs. A user of the dashboard may, in response to identification of the spike, add information relevant to the topic to the knowledge base, and thereby configure the deflection bot to use the added information to automatically resolve subsequent contacts about the topic.

Claims20

Dependent claims

A computer-implemented method, comprising:

identifying, by a computing system comprising a processor, contacts associated with a topic, wherein a deflection bot is configured to automatically handle at least an initial portion of the contacts;
determining, by the computing system, a non-deflection count indicating a number of the contacts, over a period of time, that the deflection bot was unable to resolve based on a knowledge base and that were routed from the deflection bot to representatives;
causing, by the computing system, display of a user interface indicating a spike in the non-deflection count over the period of time;
receiving, by the computing system, and in response to the spike in the non-deflection count indicated by the user interface, new information associated with the topic;
and
configuring, by the computing system, the deflection bot to handle subsequent contacts associated with the topic by adding the new information to the knowledge base.

3 more elements

A computing system, comprising:

one or more processors, and
memory storing computer-executable instructions associated with a contact center system that, when executed by the one or more processors, cause the one or more processors to:
determine a non-deflection count indicating a number of contacts, between callers and a contact center, that are associated with a topic and that over a period of time have been handled by representatives of the contact center instead of being resolved automatically by a deflection bot based on a knowledge base;
cause display of a dashboard indicating a spike in the non-deflection count over the period of time;
receive, based on the spike in the non-deflection count, user input defining information associated with the topic;
and
configure the deflection bot to handle subsequent contacts associated with the topic by adding the information associated with the topic, defined by the user input, to the knowledge base.

4 more elements

One or more non-transitory computer-readable media storing computer-executable instructions associated with a contact center system that, when executed by one or more processors of a computing system, cause the one or more processors to:

determine a non-deflection count indicating a number of contacts, between callers and a contact center, that are associated with a topic and that over a period of time have been handled by representatives of the contact center instead of being automatically resolved by a deflection bot based on a knowledge base;
cause display of a dashboard indicating a spike in the non-deflection count over the period of time;
receive, based on the spike in the non-deflection count, user input defining information associated with the topic;
and
configure the deflection bot to handle subsequent contacts associated with the topic by adding the information associated with the topic, defined by the user input, to the knowledge base.

2 more elements

Dependencies are inferred from the claim text.

Contact center deflection system

Life of this patent

Contact center deflection system

Life of this patent

Abstract

Claims20