Systems and methods for allocating agent resources in a contact center

A system for allocating agent resources in a contact center, comprising:

• a memory device, storing executable instructions;
• a processor in communication with the memory device, the processor when executing the executable instructions:
• upon receipt of a new contact, instantiates a contact object corresponding to the new contact, wherein the new contact comprises a request for assistance for a user at a target destination;
• receives a first set of information related to the contact object;
• selects a first unmanned aerial vehicle (UAV) from a plurality of UAVs for dispatch to the target destination, wherein the first UAV is selected based on the first set of information and at least one feature of each of the plurality of UAVs;
• associates at least one characteristic of the UAV with the contact object;
• receives an additional set of information related to at least one of the contact object or the first UAV, wherein the additional set of information is received during a travel period of the first UAV to the target destination;
• dynamically predicts a particular agent of the contact center to connect to the contact object, wherein the prediction is based on the first set of information and the additional set of information;
• and
• connects the contact object to an agent device associated with the particular agent of the contact center.

A method for operating an unmanned aerial vehicle (UAV) under direction from a contact center, the method comprising:

• receiving, by a processor of the UAV, dispatch instructions from a computer system of the contact center;
• wherein:
• a) the dispatch instructions comprise a target destination associated with a new contact received by the contact center, the new contact comprising a request from a user;
• and
• b) the UAV is selected by the computer system of the contact center from a plurality of available UAVs for dispatch based on a first set of information received by the contact center related to the contact object and at least one feature of each of the plurality of UAVs;
• controlling, by the processor of the UAV, operation of the UAV to navigate the UAV to the target destination;
• transmitting, by the processor of the UAV, to the contact center, an additional set of information related to the UAV, wherein the additional set of information is transmitted during a travel period of the UAV to the target destination;
• receiving, by the processor of the UAV, from the computer system of the contact center, communication instructions;
• and
• in response to receiving the communication instructions, controlling, by the processor of the UAV, an active communication link between the user and a particular agent of the contact center, wherein the particular agent is selected by the computer system of the contact center based on the first set of information and the additional set of information.