US 8,781,106 B2Granted

Agent satisfaction data for call routing based on pattern matching algorithm

AssigneeSatmap International Holdings Limited

InventorHassan Afzal

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Abstract

Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.

Claims28

Dependent claims

A method for routing callers to agents in a call-center routing, environment, the method comprising:

obtaining, by one or more computers, multiple items of agent data associated agents in a set of agents;
obtaining, by the one or more computers, multiple items of caller data associated with callers in a set of callers;
matching, by the one or more computers, using a multi-element pattern matching algorithm, callers of a first portion of the set of callers with the agents in the set of agents, based at least in part on the data associated with the callers in the first portion of callers and the agents in the set of agents, to increase the chance of an optimal interaction;
connecting, by the one or more computers, the callers in the first portion of callers to agents in the set of agents based at least in part on results from the multi-element pattern matching algorithm;
matching, by the one or more computers, callers in a second portion of the set of callers to agents in the set of agents randomly by cycling on and off the matching operation of the multi-element pattern matching algorithm;
connecting, by the one or more computers, the respective callers in the second portion of the callers to respective of the agents in the set of agents based on results from the random matching step;
generating, by the one or more computers, a report or display data for the optimal interaction comparing outcome data from using the multi-element pattern matching algorithm against outcome data from using the random matching;
and
generating data, by the one or more computers, for a visual computer interface for setting a degree of randomness for the method for routing.

6 more elements

A system for routing callers to agents in a call-center routing environment, comprising:

one or more computers configured to perform the steps
obtaining, by the one or more computers, multiple items of agent data associated agents in a set of agents;
obtaining, by the one or more computers, multiple items of caller data associated with callers in a set of callers;
matching, by the one or more computers, using a multi-element pattern matching algorithm, callers of a first portion of the set of callers with the agents in the set of agents, based at least in part on the data associated with the callers in the first portion of callers and the agents in the set of agents, to increase the chance of an optimal interaction;
connecting, by the one or more computers, the callers in the first portion of callers to agents in the set of agents based at least in part on results from the multi-element pattern matching algorithm;
matching, by the one or more computers, callers in a second portion of the set of callers to agents in the set of agents randomly by cycling on and off the matching operation of the multi-element pattern matching algorithm;
connecting, by the one or more computers, the respective callers in the second portion of the callers to respective of the agents in the set of agents based on results from the random matching step;
generating, by the one or more computers, a report or display data for the optimal interaction comparing outcome data from using the multi-element pattern matching algorithm against outcome data from using the random matching;
and
generating data, by the one or more computers, for a visual computer interface for setting a degree of randomness for the method for routing.

7 more elements

A non-transitory computer readable storage medium comprising computer readable instructions for carrying out, when executed by one or more computers, steps for routing callers to agents in a call-center routing environment, comprising:

obtaining, by the one or more computers, multiple items of agent data associated agents in a set of agents;
obtaining, by the one or more computers, multiple items of caller data associated with callers in a set of callers;
matching, by the one or more computers, using a multi-element pattern matching algorithm, callers of a first portion of the set of callers with the agents in the set of agents, based at least in part on the data associated with the callers in the first portion of callers and the agents in the set of agents, to increase the chance of an optimal interaction;
connecting, by the one or more computers, the callers in the first portion of callers to agents in the set of agents based at least in part on results from the multi-element pattern matching algorithm;
matching, by the one or more computers, callers in a second portion of the set of callers to agents in the set of agents randomly by cycling on and off the matching operation of the multi-element pattern matching algorithm;
connecting, by the one or more computers, the respective callers in the second portion of the callers to respective of the agents in the set of agents based on results from the random matching step;
generating, by the one or more computers, a report or display data for the optimal interaction comparing outcome data from using the multi-element pattern matching algorithm against outcome data from using the random matching;
and
generating data, by the one or more computers, for a visual computer interface for setting a degree of randomness for the method for routing.

6 more elements

Dependencies are inferred from the claim text.

Facts

Application: 12/202,097Filed 29 Aug 2008
Published: US 2010/0054452 A14 Mar 2010
Granted: 15 Jul 2014
Term ends: Not estimatedThe source records don’t support an estimate.

Classification5 codes

H04M 3/5232
With call distribution or queueing: call distribution algorithms
H04M 2201/18
Electronic components, circuits, software, systems or apparatus used in telephone systems: comparators
H04M 2201/36
Electronic components, circuits, software, systems or apparatus used in telephone systems: memories
H04M 2203/408
Related to call centers: customer-specific call routing plans