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Feedback based communication router

A routing, middle-way technology, applied in the direction of telephone communication, subscriber special services, electrical components, etc., can solve problems such as unreachable

Active Publication Date: 2021-01-12
AVAYA INC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

While this generally works, in many cases the actual rules fall short of routing text-based communications to the appropriate contact center resources

Method used

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  • Feedback based communication router
  • Feedback based communication router
  • Feedback based communication router

Examples

Experimental program
Comparison scheme
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Embodiment Construction

[0016] figure 1 is a block diagram of a first illustrative system 100 for enhanced routing of communications in a contact center 120 . A first illustrative system 100 includes communication endpoints 101A- 101N, network 110 , contact center 120 , agent terminals 130A- 130N, supervisor terminals 140 , and social media network 150 . also, figure 1 Also shown are contact center agents 131A-131N and supervisor 141 .

[0017] The communication endpoints 101A-101N may be or include any user communication endpoint device capable of communicating over the network 110, such as a personal computer (PC), telephone, video system, cell phone, personal digital assistant (PDA), tablet device, notebook device , laptops, smartphones, etc. Communication endpoints 101A-101N are devices at which a communication session ends. Communication endpoints 101A-101N are not network elements such as communication manager 121 or routers that facilitate and / or relay communication sessions in the network...

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PUM

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Abstract

The invention discloses a feedback based communication router. An inbound communication is received by a contact center. For example, the inbound communication may be a text-based communication. The inbound communication is classified based on feedback from one or more prior inbound communications. For example, the feedback may be based on whether a previous communication was transferred, was dropped, based on feedback provided by a contact center agent, based on feedback provided by a user, and / or the like. In response to classifying the first inbound communication, the inbound communicationis routed differently in the contact center. For example, the inbound communication is routed to a different contact center queue based on the feedback of the previous communication.

Description

technical field [0001] The present disclosure relates generally to contact centers, and in particular to the routing of communications in contact centers. Background technique [0002] Improved customer satisfaction and optimal agent staffing are often based on efficient routing of customer calls. Call routing has evolved from Automatic Call Distribution (ACD) to Skillset Based Routing (SBR). Over time, the type of communication being routed has changed from being primarily voice to being more text-based (eg, email, chat, social media platforms). To properly route traditional voice calls, contact center applications use call information (eg, calling line ID, number dialed) or input from the customer provided by an Interactive Voice Response (IVR) system. Today, text-based communications are handled more or less the same way as voice calls, and are routed using SBR with additional logic using predefined rules. These predefined rules typically involve parsing text for prede...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/42H04M3/51H04M3/523
CPCH04M3/5236H04M3/5237H04M3/42127H04M3/5166H04M3/523H04L51/02H04L51/046H04M3/5175H04M3/42382H04M2201/42H04L51/216H04L51/52H04M3/5191H04M3/5235H04M3/5233
Inventor J·康罗伊P·达坎R·辛普森
Owner AVAYA INC