System and method for predictive routing based on a customer journey patience
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorsHardik Modi, Nikolay Korolev, Herbert Willi Artur Ristock, Conor McGann, Jeffery Karas, Graeme Provan
Life of this patent
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Abstract
A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
Claims21
A system for processing interactions for a customer contact center, the system comprising:
- an electronic device;
- a router to route an interaction by a customer to a contact center;
- a processor coupled to the electronic device;
- and
- a memory, where the memory stores instructions, which when executed by the processor, causes the processor to:
- identify a current stage of a journey embarked by a customer, wherein the journey is associated with a plurality of stages, wherein at least one of the stages invokes an interaction with the contact center;
- process historical information of other journeys monitored by the contact center;
- identify an intention type of the current stage of the journey;
- estimate a journey patience value for the customer based on the historical information and the intention type of the current stage of the journey;
- determine an action based on the estimated journey patience value for the customer;
- and
- transmit a signal to the electronic device to perform the determined action in processing the interaction with the contact center, wherein in response to the signal, the electronic device performs the action.
A method for processing interactions for a customer contact center, comprising:
- identifying, by a processor, a current stage of a journey embarked by a customer, wherein the journey is associated with a plurality of stages, wherein at least one of the stages invokes an interaction with the contact center;
- processing, by the processor, historical information of other journeys monitored by the contact center;
- identifying, by the processor, an intention type of the current stage of the journey;
- estimating, by the processor, a journey patience value for the customer based on the historical information and the intention type of the current state of the journey;
- determining, by the processor, an action based on the estimated journey patience value for the customer;
- and
- transmitting, by the processor, a signal to an electronic device to perform the determined action in processing the interaction with the contact center;
- and
- performing the action by the electronic device in response to the signal.
Dependencies are inferred from the claim text.