US 2020/0351405 A1Published application

Measuring cognitive capabilities of automated resources and related management thereof in contact centers

AssigneeGenesys Telecommunications Laboratories, Inc.

InventorPIERLUIGI PACE

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Abstract

A method for managing automated resources that includes: calculating a channel RIQ score for a first bot in relation to a first communication channel and using it to modify a deployment of the first bot. The calculating the channel RIQ score for the first bot may include: identifying a first engagement scenario that the first bot is able to perform via the first communication channel; identifying target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel; collecting performance data related to the first bot performing the first engagement scenario via the first communication channel; calculating the channel RIQ score by comparing: the performance data related to the first bot performing the first engagement scenario; and the target bot capabilities for performing the first engagement scenario via the first communication channel.

Claims20

Dependent claims

A system for managing automated resources within a contact center, the automated resources comprising a plurality of bots, the bots configured to perform a plurality of engagement scenarios via a plurality of communication channels, the system comprising:

a hardware processor;
and
a machine-readable storage medium on which is stored instructions that cause the hardware processor to execute the steps of:
calculating a channel robotic intelligence quotient (hereinafter “channel RIQ”) score for a first bot of the plurality of bots in relation to a first communication channel of the plurality of communication channels;
and
using the channel RIQ score of the first bot to modify a manner in which the first bot is deployed by the contact center to handle interactions with customers;
wherein the step of calculating the channel RIQ score for the first bot comprises a first process that includes the steps of:
identifying a first engagement scenario of the plurality of engagement scenarios that the first bot is able to perform via the first communication channel, wherein the first engagement scenario comprises a functional role and tasks related thereto for satisfying one or more predetermined objectives;
identifying target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel;
collecting performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel;
calculating the channel RIQ score for the first bot by comparing:
the performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel;
and
the target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel.

11 more elements

A computer-implemented method of managing automated resources within a contact center, the automated resources comprising a plurality of bots, the bots being configured to perform a plurality of engagement scenarios via a plurality of communication channels, the method comprising:

calculating one or more robotic intelligence quotient (hereinafter “RIQ”) scores for a first bot of the plurality of bots, each of the one or more RIQ scores comprising a measure of bot cognitive capabilities;
and
using the one or more RIQ scores of the first bot to modify a manner in which the first bot is deployed by the contact center to handle interactions with customers;
wherein calculating the one or more RIQ scores for the first bot comprises:
identifying a first engagement scenario of the plurality of engagement scenarios that the first bot is able to perform via first and second communication channels of the plurality of communication channels, wherein the first engagement scenario comprises a functional role and tasks related thereto for satisfying one or more predetermined objectives;
identifying:
target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel;
and
target bot capabilities for performing the tasks of the first engagement scenario via the second communication channel;
collecting:
performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel;
and
performance data related to the first bot performing the tasks of the first engagement scenario via the second communication channel;
calculating a first one of the one or more RIQ scores as a channel RIQ score related to the first communication channel (hereinafter “first channel RIQ score”) by comparing:
the target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel;
and
the performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel;
calculating a second one of the one or more RIQ scores as a channel RIQ score related to the second communication channel (hereinafter “second channel RIQ score”) by comparing:
the target bot capabilities for performing the tasks of the first engagement scenario via the second communication channel and
the performance data related to the first bot performing the tasks of the first engagement scenario via the second communication channel.

17 more elements

calculating one or more robotic intelligence quotient (hereinafter “RIQ”) scores for a first bot of the plurality of bots, each of the one or more RIQ scores comprising a measure of bot cognitive capabilities;
and
using the one or more RIQ scores of the first bot to modify a manner in which the first bot is deployed by the contact center to handle interactions with customers;
wherein calculating the one or more RIQ scores for the first bot comprises:
identifying a first engagement scenario of the plurality of engagement scenarios that the first bot is able to perform via first and second communication channels of the plurality of communication channels, wherein the first engagement scenario comprises a functional role and tasks related thereto for satisfying one or more predetermined objectives;
collecting:
performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel;
and
performance data related to the first bot performing the tasks of the first engagement scenario via the second communication channel;
collecting:
performance data related to humans performing the tasks of the first engagement scenario via the first communication channel;
and
performance data related to humans performing the tasks of the first engagement scenario via the second communication channel;
calculating a first one of the one or more RIQ scores as a channel RIQ score related to the first communication channel (hereinafter “first channel RIQ score”) by comparing:
the performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel;
and
the performance data related to the humans performing the tasks of the first engagement scenario via the first communication channel;
calculating a second one of the one or more RIQ scores as a channel RIQ score related to the second communication channel (hereinafter “second channel RIQ score”) by comparing:
the performance data related to the first bot performing the tasks of the first engagement scenario via the second communication channel;
and
the standard relating to human performance of the tasks of the first engagement scenario via the second communication channel.

18 more elements

Dependencies are inferred from the claim text.

Facts

Application: 16/866,496Filed 4 May 2020
Priority: 3 May 2019
Published: 5 Nov 2020
Term ends: Not estimatedThe source records don’t support an estimate.

Classification11 codes

H04M 3/5233
Call distribution algorithms: operator skill based call distribution
G06F 11/3409
Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of…:…
G06F 11/3452
Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of…:…
H04L 51/02
User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail: using…

Family

Application62/842,550Us provisional application · filed 3 May 2019
US 10,951,768 B2Related patent
US 2020/0351405 A1This patent

From the US filing history. Foreign family members aren’t listed.

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