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US 2017/0013131 A1Published application
Predictive agent-lead matching
AssigneeData Prophet (Pty) Ltd.
InventorRichard Craib
Life of this patent
Estimating the term…
Abstract
A system for providing predictive agent-lead matching, comprising an agent-lead matching server that receives information from network-connected systems operating within a contact center, analyzes the received information, and identifies data correlations between portions of received information; and a routing server that receives communications from user devices, and directs communications to agent workstations operating within a contact center.
Claims9
A system for performing predictive agent-lead matching, comprising:
- an agent-lead matching server comprising at least a plurality of programming instructions stored in a memory operating and operating on a processor of a computing device and configured to receive a plurality of lead-matching information from a plurality of information sources, the plurality of lead-matching information comprising at least a plurality of customer-related information and a plurality of agent-related information, and configured to analyze at least a portion of the plurality of lead-matching information, and configured to determine at least a plurality of data correlations between at least a portion of the customer-related information and at least a portion of the agent-related information, the determination being based at least in part on the analysis results;
- and
- a routing server comprising at least a plurality of programming instructions stored in a memory and operating on a processor of a network-connected computing device and configured to receive a plurality of customer interactions from a plurality of customer interaction systems operating within a contact center, and configured to receive a plurality of data correlations from an agent-lead matching server, and to direct at least a portion of the customer interaction to a plurality of agent workstations operating within a contact center, the direction being based at least in part on at least a portion of the plurality of data correlations.
A method for providing predictive agent-lead matching, comprising the steps of:
- receiving, at agent-lead matching server comprising at least a plurality of programming instructions stored in a memory operating and operating on a processor of a computing device and configured to receive a plurality of lead-matching information from a plurality of information sources, the information comprising at least a plurality of customer-related information and a plurality of agent-related information, and configured to analyze at least a portion of the customer-related information, and configured to determine at least a plurality of data correlations between at least a portion of the customer-related information and at least a portion of the agent-related information, the determination being based at least in part on the analysis results, a plurality of lead-matching information comprising at least a plurality of customer-related information and a plurality of agent-related information from a plurality of customer interaction systems operating within a contact center;
- analyzing at least a portion of the plurality of lead-matching information;
- and
- identifying data correlations between at least a portion of the plurality of customer-related information and at least a portion of the agent-related information, the data correlations being based at least in part on at least a portion of the analysis results.
1 more element
A method for adaptive lead prioritization, comprising the steps of:
- analyzing, using an agent-lead matching server comprising at least a plurality of programming instructions stored in a memory operating and operating on a processor of a computing device and configured to receive a plurality of lead-matching information from a plurality of information sources, the plurality of lead-matching information comprising at least a plurality of customer-related information and a plurality of agent-related information, and configured to analyze at least a portion of the plurality of lead-matching information, and configured to determine at least a plurality of data correlations between at least a portion of the customer-related information and at least a portion of the agent-related information, the determination being based at least in part on the analysis results, a plurality of previous leads;
- producing a plurality of data inferences based at least in part on at least a portion of the previous lead analysis results;
- analyzing a plurality of new leads;
- and
- ranking at least a portion of the plurality of new leads according to their likelihood of success, the ranking based at least in part on at least a portion of the data inferences and at least a portion of the new lead analysis results.
2 more elements
Dependencies are inferred from the claim text.