Method and system for dynamic adaptive routing of deferrable work in a contact center

A system related to optimizing a workflow in a contact center in which deferrable work interactions are prioritized and assigned to agents for handling, the system comprising:

• a processor;
• and
• a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to perform the steps of:
• providing:
• a plurality of natural language processing (NLP) models, each NLP model being configured to accept text from a given deferrable work interaction as an input and generate NLP scores indicating how the given deferrable work interaction rates in accordance with a characteristic;
• a priority model configured to accept as inputs the scores generated from the plurality of NLP models and generate a priority score related to a priority characteristic indicating how the given deferrable work interaction should be prioritized for handling relative to other ones of the deferrable work interactions;
• receiving the deferrable work interactions;
• using text derived from the deferrable working interactions as inputs to the plurality of NLP models to generate the NLP scores for each of the deferrable work interactions;
• using the generated NLP scores as inputs to the priority model to generate the priority score for each of the deferrable work interactions;
• using the generated NLP scores to identify one or more candidate agents of the agents for handling each of the deferrable work interactions;
• receiving an inbound work forecast for the contact center that predicts inbound work levels expected over one or more future work periods;
• receiving, in relation to the one or more future work periods, agent work schedule data describing anticipated work schedules for the agents;
• using an optimization process to generate an optimized workflow for the deferrable work interactions, wherein, for each of the deferrable work interactions, the optimized workflow comprises an assignment in which a selected agent is selected from the candidate agents for handling the deferrable work interaction and a target timeframe is scheduled for handling of the deferrable work interaction;
• and
• routing each of the deferrable work interactions in accordance with the assignments of the optimized workflow;
• wherein the optimization process is configured to optimize according to the following factors:
• the priority score generated for each of the deferrable work interactions;
• an expected availability over the one or more future work periods of the one or more candidate agents identified for each of the deferrable work interactions as determined from:
• the agent work schedule data over the one or more future work periods;
• and
• the predicted inbound work levels over the one or more future work periods given the inbound work forecast.