Identifying escalation events in communication sessions
AssigneeAvaya Inc.
InventorsJayesh GOVINDARAJAN, Satyen HINGORANI, Vyankatesh DESHPANDE, Ravishankar PALAPARTHI
Life of this patent
Estimating the term…
Abstract
Embodiments provide communication session analysis and intervention methods and systems. Exemplary methods include monitoring a communication session conducted by a first customer service agent, providing script items to the first customer service agent, receiving session information associated with the communication session, identifying an escalation event in the session information, during the communication session, using on one or more predetermined communication criteria, and inviting a second customer service agent to join the communication session, in response to the escalation event.
Claims20
A computer-implemented method for execution by a hardware processor, comprising:
- monitoring a communication session conducted by a first customer service agent between the first customer service agent and a customer;
- providing script items to the first customer service agent for use by the first customer service agent to communicate with the customer, the script items being based on at least one of a nature of a problem to be resolved or information that the first customer service agent could communicate to the customer;
- receiving session information associated with the communication session;
- identifying an escalation event based on the session information, during the communication session, using one or more predetermined communication criteria;
- and
- inviting a second customer service agent to join the communication session, in response to the escalation event.
A computer-implemented method for execution by a hardware processor, comprising:
- monitoring a communication session conducted by a first customer service agent;
- providing script items to the first customer service agent for use by the first customer service agent to communicate with the customer;
- receiving session information associated with the communication session;
- identifying an escalation event based on the session information, during the communication session, using one or more predetermined communication criteria;
- and
- inviting a second customer service agent to join the communication session.
A system, comprising:
- a processor;
- and
- a memory for storing executable instructions, the processor executing the instructions to:
- monitor a communication session conducted by a first customer service agent between the first customer service agent and a customer;
- provide script items to the first customer service agent for use by the first customer service agent to communicate with the customer;
- receive session information associated with the communication session;
- identify one or more escalation events during the communication session based on one or more predetermined communication criteria;
- and
- invite a second customer service agent to join the communication session.
Dependencies are inferred from the claim text.