Systems and methods for routing callers to an agent in a contact center
AssigneeThe Resource Group International LTD
InventorsZia Chishti, Stuart J. Spottiswoode, Chris W. Jones
Life of this patent
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Abstract
Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
Claims24
A computer-implemented method for identifying an ideal agent pool, the method comprising the acts of:
- determining an optimal interaction;
- determining a set of caller data from a sample of callers;
- determining a set of agent data from a set of agents;
- generating, via a processor, a predictive computer model for the optimal interaction with the set of caller data and the set of agent data;
- and
- identifying, from the computer model, a mix of characteristic of one or more agents from the set of agents to increase the chances of the optimal interaction occurring for the sample of callers.
A non-transitory computer readable storage medium comprising computer readable instructions for:
- determining an optimal interaction;
- determining a set of caller data from a sample of callers;
- determining a set of agent data from a set of agents;
- generating a predictive computer model for the optimal interaction with the set of caller data and the set of agent data;
- and
- identifying, from the computer model, a mix of characteristic of one or more agents from the set of agents that increases the chances of the optimal interaction occurring for the sample of callers.
Dependencies are inferred from the claim text.