Method and system for dynamic adaptive routing of deferrable work in a contact center

A computing system for optimizing a workflow in a contact center in which a plurality of deferrable work interactions are prioritized and assigned to contact center agents for handling, the computing system comprising:

• at least one processor;
• and
• at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the computing system to:
• receive the plurality of deferrable work interactions;
• generate, for each deferrable work interaction of the plurality of deferrable work interactions, a natural language processing (NLP) score for the respective deferrable work interaction by generating a sparse vector representation of the respective deferrable work interaction using at least one NLP model, wherein each NLP model of the at least one NLP model is configured to generate a corresponding NLP score that indicates how a given deferrable work interaction rates in accordance with one or more characteristics based on text of the given deferrable work interaction;
• generate, for each deferrable work interaction of the plurality of deferrable work interactions, a priority score for the respective deferrable work interaction using a priority model and based on the generated NLP scores, wherein the priority model indicates how the given deferrable work interaction is to be prioritized for handling relative to other deferrable work interactions;
• generate, using an optimization process, an optimized workflow for the plurality of deferrable work interactions by which, for each deferrable work interaction of the plurality of deferrable work interactions, a respective contact center agent and target timeframe for handling the respective deferrable work interaction are assigned to the respective deferrable work interaction, wherein the optimization process is configured to generate the optimized workflow by optimizing according to the priority scores for the deferrable work interactions and an expected availability of one or more candidate contact center agents;
• and
• route each deferrable work interaction of the plurality of deferrable work interactions in accordance with the optimized workflow.