Contact center adherence and compliance system
AssigneeTTEC Digital, LLC
InventorsDipesh S. Gandhi, David Paul Johnson, Waheed Mohammed Abdul
Life of this patent
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Abstract
Systems and methods for adherence and compliance of contact center agents, and more specifically to systems and methods of monitoring, identifying, and correcting deviations of contact center agents from ideal workflows and checklists. In one aspect, the system monitors agent-customer interactions and assesses adherence to compliance guidelines through analysis of agent and customer utterances, identifying non-compliant situations and suggesting actions for correction. Each contact center agent is provided compliance assistance through a visual progress indicator or a checklist feature. A supervisor system provides monitoring of a set of contact center agents and notice of non-compliant situations.
Claims20
A customer contact center adherence and compliance system comprising:
- a set of agent systems each associated with an agent and comprising an agent widget with an agent GUI, the set of agent systems comprising a first agent system configured to:
- i) communicate with a first customer in a first session, ii) create first session data comprising first session data utterances, and iii) render a first session display associated with the first session data;
- a system server comprising an in-memory datastore, a system database, and an AI engine, the in-memory datastore comprising first session compliance guidelines comprising a set of first session guideline tasks, the system database comprising conversational and compliance records, the AI engine comprising a computer processor configured to:
- i) receive the first session data from the first agent system, ii) assess the first session data utterances against the first session compliance guidelines to determine a first session status and a first session compliance, and iii) identify a corrective action if the first session compliance is negative;
- and
- a supervisor system comprising a supervisor GUI and configured to:
- i) receive the first session data, and ii) to receive the first session status and the first session compliance from the system server;
- wherein:
- the first agent system communicates the first session data to the system server;
- the computer processor performs machine-executable instructions to:
- determine a first session status comprising a completion status of the set of first session guideline tasks;
- determine a first session compliance;
- communicate the first session status and the first session compliance to each of the first agent system and the supervisor system;
- and
- if the first session compliance is negative, identify the corrective action and communicate the corrective action to the first agent system.
A method of using a customer contact center adherence and compliance system, the method comprising:
- providing a customer contact center adherence and compliance system comprising:
- a set of agent systems each associated with an agent and comprising an agent widget with an agent GUI, the set of agent systems comprising a first agent system configured to:
- i) communicate with a first customer in a first session, ii) create first session data comprising first session data utterances, and iii) render a first session display associated with the first session data;
- a system server comprising an in-memory datastore, a system database, and an AI engine, the in-memory datastore comprising first session compliance guidelines comprising a set of first session guideline tasks, the system database comprising the conversational and compliance records, the AI engine comprising a computer processor configured to:
- i) receive the first session data from the first agent system, ii) assess the first session data utterances against the first session compliance guidelines to determine a first session status and a first session compliance, and iii) identify a corrective action if the first session compliance is negative;
- and
- a supervisor system comprising a supervisor GUI and configured to:
- i) receive the first session data, and ii) to receive the first session status and the first session compliance from the system server;
- communicating the first session data to the system server using the first agent system;
- performing machine-executable instructions using the computer processor to:
- determine a first session status comprising a completion status of the set of first session guideline tasks;
- determine a first session compliance;
- communicate the first session status and the first session compliance to each of the first agent system and the supervisor system;
- and
- if the first session compliance is negative, identify the corrective action and communicate the corrective action to the first agent system.
Dependencies are inferred from the claim text.