Dynamic recommendation of routing rules for contact center use

Abstract

A machine learning system and method for contact center use. Activities associated with a plurality of contact centers are monitored and a knowledge base is updated based on the monitored activities. An outcome for a particular contact center may be predicted based on monitored interactions for the particular contact center, and based on information in the knowledge base. An output is then generated based on the predicted outcome.

Description

Background technique

[0001] There is a need to help companies deploy their contact center operations as efficiently and successfully as possible. However, one item that takes time when implementing a new contact center is an effective call and / or interaction routing strategy. Before completing any procedures for routing strategies, the contact center must identify what the best strategy is for that particular type of contact center, what type of service will be provided, what the needs of the contact center are, and what is best for that contact center to function business logic. For those entities unfamiliar with contact centers and their setup, the identification of the business logic itself, in addition to its programming, can be a daunting task. Much research is required before determining the business logic to be used, further adding delays to a successful contact center deployment and resulting in a suboptimal solution.

[0002] For existing routing policies, the cont...

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