Dynamically selecting contact center workflows based on workflow insights
AssigneeOracle International Corporation
InventorsVICTOR CHUNG-WAI CHAN, W. SCOTT SEEBAUER
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Abstract
Embodiments of the invention provide systems and methods for managing workflows in a contact center. More specifically, embodiments of the present invention are directed to dynamically influencing workflows based on learned insights into those workflows. With end-to-end Customer Relationship Management (CRM) suites, which manage the entire customer service journey from consumer website to knowledge base to escalation to a live agent via a communication channel to incident creation and incident resolution, it is possible to provide an out-of-the-box, simple-to-use solution to the above problems that offers unique advantages over the expensive, custom, bolt-on solutions.
Claims20
A method for dynamically influencing workflows in a contact center based on accumulated workflow insights, the method comprising:
- learning, by a Customer Relationship Management (CRM) system, a plurality of paths through each of a plurality of workflows executed by the CRM system, wherein learning the plurality of paths includes learning a likelihood of a successful outcome for each of one or more decision points in each of the plurality of workflows;
- and
- dynamically selecting, by the CRM system, one or more of the plurality of workflows in response to a customer contact, wherein the one or more workflows are selected based on the learned likelihood of a successful outcome for the decision points in the workflows.
A system comprising:
- a processor;
- and
- a memory coupled with and readable by the processor and storing therein a set of instructions which, when executed by the processor, causes the processor to dynamically influence workflows in a contact center based on accumulated workflow insights by:
- learning a plurality of paths through each of a plurality of workflows executed by a Customer Relationship Management (CRM) system, wherein learning the plurality of paths includes learning a likelihood of a successful outcome for each of one or more decision points in each of the plurality of workflows;
- and
- dynamically selecting one or more of the plurality of workflows in response to a customer contact, wherein the one or more workflows are selected based on the learned likelihood of a successful outcome for the decision points in the workflows.
A computer-readable memory comprising a set of instructions stored therein which, when executed by a processor, causes the processor to dynamically influence workflows in a contact center based on accumulated workflow insights by:
- learning a plurality of paths through each of a plurality of workflows executed by a Customer Relationship Management (CRM) system, wherein learning the plurality of paths includes learning a likelihood of a successful outcome for each of one or more decision points in each of the plurality of workflows;
- and
- dynamically selecting one or more of the plurality of workflows in response to a customer contact, wherein the one or more workflows are selected based on the learned likelihood of a successful outcome for the decision points in the workflows.
Dependencies are inferred from the claim text.