CALL CENTER CALL DURATION FORECASTING AND BALANCED DISTRIBUTION SYSTEM

Abstract

This invention relates to a system (1) that enables the matching of incoming calls in the call center with available customer representatives, the possible call duration to be estimated by artificial intelligence and the distribution of long and short calls to customer representatives in a balanced manner.

Description

1 TARIFF CALL CENTER CALL DURATION FORECASTING AND BALANCE DISTRIBUTION SYSTEM Technical Area 5 This invention allows callers in a call center to be connected with available customer representatives. matching, predicting the possible call duration with artificial intelligence, and making it long and ensuring that short-duration calls are distributed evenly among customer representatives. It is related to a system. 10 Previous Technique Today, phone calls to call centers are categorized according to customer segment. They are kept waiting in queues and then handed over to customer representatives. 15 are available. The customer representative takes the call from the queue. Depending on the nature of the transaction... According to this, some calls may take 15-20 minutes, while others may take less than a minute. The customer service representatives' performance is completed based on average call duration and... They are evaluated based on the total number of calls they answered. Therefore, long and 20 ensuring short-duration calls are distributed evenly among customer service representatives It will increase employee productivity. Therefore, considering the studies and shortcomings in the current technique... When this is the case, incoming calls at the call center are directed to the available customers. matching with representatives, possible call duration estimated by artificial intelligence 25 by ensuring that long and short calls are distributed evenly among customer representatives. It appears that a system is needed to facilitate its distribution. United States patent number US11646987, which falls under the known state of the art. In the document, a customer's thread is directed to a single 30 a system owned by a group, not by a user 2 It is mentioned. The subject of the aforementioned United States patent document is... The invention provides coverage for communication from a customer while also offering a solution. the subject matter is covered by the simultaneous assignment of mediator group members The problem of preventing responses is that a customer's thread is being routed for routing purposes. a system owned by a group rather than a single user 5 It is resolved by either the timer expiring or the thread locking. Only one person is allowed to contact the customer until it is clearly opened. It consists of users. Communication channels include short message, voice phone and email. It may include outgoing as well as incoming customer communications. In various arrangements, An adaptive rule engine is used to guide the responses. Some 10 communication / messaging locks and communication / messaging cache in the settings a combination of levels to provide scope for communication / messaging and response It is used to resolve competition for simultaneity among intermediaries providing the service. Customer / representative communications using multiple communication channels involve an intermediary user. It is executed on the interface. 15 Brief Description of the Invention The purpose of this invention is to route incoming calls in a call center to available customers. matching with representatives, possible call duration estimated by artificial intelligence 20 by ensuring that long and short calls are distributed evenly among customer representatives. The goal is to implement a system developed to facilitate its distribution. Another purpose of this invention is to assign customer representatives based on call durations. by optimizing to serve more customers in the same amount of time. 25 It is about implementing a system developed to provide this. Detailed Description of the Invention The "Call Center Call Duration 30" project was carried out to achieve the purpose of this invention. The "Estimation and Balanced Distribution System" is shown in the attached figure; 3 Figure 1 shows a schematic view of the system that is the subject of the invention. The parts shown in the figure are individually numbered, and these numbers... The corresponding answers are given below. 5 1. System 2. Database 3. Server Calls received at the call center are answered by available customer representatives. matching, predicting the possible call duration with artificial intelligence, and making it long and ensuring short-duration calls are distributed evenly among customer representatives. The system in question, developed for the purpose of providing (1); - including CRM data, subscription and product information from past calls, and the resulting 15 data such as call durations and customer package purchases, tariffs changes, bill overruns, international usage, purchasing a new device, contract duration at least one database structured to keep a record of transactions of this type (2), - to access data on database (2) and to add data to database (2) 20 recording, when a call comes into the center, the ACD unit and the customer's CRM A call center with AI that estimates the likely call duration using data. obtaining call duration information, the average daily call duration of customer representatives. tracking the average call duration of available customer service representatives. to check, using artificial intelligence to look at the customer's CRM information, possible 25 Calculating call duration involves subscription and product information from past calls. Training an AI model using data in the form of call durations, customer package purchases, tariff changes, bill overages, international transactions Database of transactions such as usage, purchasing new devices, contract duration (2) Accessing it through, the AI-powered ACD unit's potential 30-minute call The duration range will be specified as follows: short call 0-2 minutes, medium call... 4 Calls will be processed in 2-5 minute intervals, and longer calls in 5-8 minute intervals, using artificial intelligence. The average call duration of each customer representative for that day is constantly monitored. Calculating and updating that calculation as calls are made, with artificial intelligence. estimated call duration and daily averages of available customer representatives Taking into account the incoming call, the appropriate customer 5 will maintain balance. redirect to the representative, ACD unit handles the incoming call, call duration assigning the correct customer representative to balance their averages, daily reporting average call durations and continuously updating as new calls come in. updating, evaluating call durations before assignment, using SJF instead of FIFO Using alternative algorithms like this can increase the number of answered calls. 10 or at least one server configured to reduce waiting times (3) It includes. The invention involves establishing a connection between the database (2) and the server (3) in the system (1). It is structured as follows: Database (2), CRM (Customer 15 Relationship Management (Customer Relationship Management) data, past data from calls such as subscription information, product information, and call durations. It is structured to keep records. The database (2) contains customer package purchases, tariff changes, bill overages, international transactions Transactions such as usage, purchasing new devices, and contract duration are recorded. 20 It is structured to hold. The server (3) in the system (1) which is the subject of the invention, the data on the database (2) It is configured to access and save data onto the database (2). Server (3) ACD (Automatic Call 25) when a call comes to the call centre The Distribution (Automatic Call Distribution) unit uses the customer's CRM data. Call duration using artificial intelligence that estimates the likely call duration. It is configured to obtain information. The server (3) is configured to receive information from customer representatives. Tracking the average daily call duration and available customers. 30 to check the average call duration of representatives It is configured. The server (3) uses artificial intelligence to access the customer's CRM information. Calculating the probable call duration by looking at subscriptions and products from past calls. Artificial intelligence uses data in the form of information and call durations. It is configured to train the model. The server (3) purchases the customer's package. purchases, tariff changes, bill overages, international usage, buying new devices, To access transactions in the form of contract duration via the database (2) 5 It is configured. The server (3) processes the call coming to the ACD unit with artificial intelligence. Information on the likely duration range for short calls (0-2 minutes) The call duration will be 2-5 minutes for medium-duration calls and 5-8 minutes for long-duration calls. It is configured. Server (3) uses artificial intelligence to configure each customer representative for that day. To continuously calculate the average call duration and track these 10 calls as they are made. The server (3) is configured to update the calculation with artificial intelligence. estimated call duration and daily averages of available customer representatives taking into account the incoming call, the appropriate customer will be evaluated in a way that provides balance. It is configured to redirect to its representative. Server (3), ACD With the Automatic Call Distribution unit, the average call duration for incoming calls is 15. to assign the right customer representative in a way that will balance things out It is configured. The server (3) reports the average daily call duration and It is configured to constantly update as new calls arrive. Server (3), Evaluating call durations before assignment and using SJF (Shortest Job First) instead of FIFO. Using alternative algorithms such as "Shortest Task First", the answered call is 20. It is configured to increase the number of items or reduce waiting times. Industrial application of the invention In the system that is the subject of the invention, (1) server (3), accessing the data on the database (2) 25 and record data on the database (2) when a call comes to the call centre The ACD unit uses the customer's CRM data to estimate call duration. Obtaining call duration information from an AI that predicts it, customer service representatives Tracking the average daily call duration and available customers. monitoring the average call duration of representatives, using artificial intelligence to track the customer's 30 Calculating the probable call duration by looking at CRM data, past 6 data from calls such as subscription information, product information, and call durations. training an artificial intelligence model using customer package purchases, tariffs changes, bill overruns, international usage, purchasing a new device, contract duration Accessing the operations in the form of a database (2), ACD with artificial intelligence The unit will receive information on the expected call duration range. (Short 5) Timed calls: 0-2 minutes, medium-duration calls: 2-5 minutes, and long-duration calls: 5-8 minutes This way, artificial intelligence will show each customer representative the average for that day. Continuously calculate the call duration and apply this calculation as calls are made. updating, AI-powered call duration estimate and available customers. Taking into account the daily averages of its representatives, the incoming call balance is 10 to direct you to the appropriate customer representative in cooperation with the ACD unit. The incoming call should be from the right customer in order to balance call duration averages. assign to a representative, report daily call duration averages and new calls Continuously updating as needed, evaluating call durations before assignment, FIFO Using alternative algorithms like SJF instead reduces the number of answered calls to 15. It either increases or decreases waiting times. Based on these fundamental concepts, the invention focuses on "Call Center Call Duration". A wide variety of applications related to the "Estimation and Balanced Distribution System (1)" It is possible to develop it further, and the invention cannot be limited to the examples described here. 20 It is essentially as stated in the requests.

Claims

7 REQUESTS 1. Calls received at the call center are answered by available customer representatives. matching, estimating the probable call duration using artificial intelligence. 5 long and short calls are distributed equally to customer representatives. developed to ensure its distribution; - including CRM data, subscription and product information from past calls, and data in the form of call durations and customer package purchases purchases, tariff changes, bill overages, international usage, new devices 10 to keep records of transactions such as purchase and contract duration. containing at least one structured database (2); - to access data on the database (2) and to add data to the database (2) recording, when a call comes into the center, with the ACD unit Estimating the likely call duration by using the customer's CRM data. Using artificial intelligence to obtain call duration information, customer representatives 15 Tracking the average daily call duration and available customers. using artificial intelligence to monitor the average call duration of representatives. Calculating the likely call duration by examining the customer's CRM information. subscription and product information from past calls, and call durations. Training the artificial intelligence model using data in this format, 20 customer data... package purchases, tariff changes, bill overages, international usage, Database of transactions such as purchasing new devices and contract duration (2) accessing it through, the possible call to the ACD unit via artificial intelligence Information on the duration range: short call 0-2 minutes, medium The system will rotate between timed calls (2-5 minutes) and long-term calls (5-8 minutes), 25 Artificial intelligence calculates the average call duration for each customer service representative for that day. to constantly calculate and apply this calculation as calls are made updating, AI-powered call duration estimate and available customers. balancing the incoming call by taking into account the daily averages of its representatives. To direct you to the appropriate customer representative, ACD unit 30 The incoming call will be processed correctly in a way that balances the average call durations. 8 assign to customer service representatives, report daily call duration averages. and constantly update as new calls come in, assigning call durations. by evaluating beforehand, alternative algorithms such as SJF instead of FIFO. to use, increase the number of answered calls or reduce waiting times a 5 characterized by having at least one server (3) configured to reduce system (1).

2. Database (2) configured to connect with Server (3) A system like the one in Claim 1, characterized (1).

3. It includes CRM data, subscription and product information from past calls, and to keep a record of data in the form of call durations Claim 1 or 2 characterized by the structured database (2) such a system (1).

4. This includes customer-related package purchases, tariff changes, and bill overages. overseas usage, purchasing new devices, contract duration with the database structured to keep the transactions on record (2) A system like the one described in Claim 3 (1).

5. To access data on database (2) and to add data to database (2) characterized by the server (3) configured to record a system like any of the above requests (1).

6. When a call comes into the call center, the ACD unit and the customer's CRM 25 an artificial intelligence that estimates the probable call duration using data server configured to receive call duration information (3) as in any of the above characterized claims system (1). 9 7. Tracking the average daily call duration of customer service representatives. average call duration of available customer representatives characterized by the server (3) configured to control a system like any of the above requests (1).

8. Using artificial intelligence to analyze a customer's CRM information and identify potential contacts. to calculate the duration, subscription and product information from past calls and resulting Training an AI model using data in the form of call durations. The above is characterized by the server (3) configured to do so. a system like any of the requests (1). 10 9. Customer-related package purchases, tariff changes, bill overages, international trips. data usage, new device purchase, contract duration, and similar transactions. server (3) configured to access via base (2) a 15 as in any of the above characterized claims system (1).

10. How can artificial intelligence predict the probable duration of a call to the ACD unit? The information will be in December: short call 0-2 minutes, medium call 2-5 minutes. 20 minutes and long-duration calls, returning in increments of 5-8 minutes. from the above requests characterized by the configured server (3) a system like any other (1).

11. Artificial intelligence calculates the average call duration for each customer service representative for that day. Continuously calculate and repeat this calculation as calls are made 25 characterized by the server (3) configured to update a system like any of the above requests (1).

12. Use artificial intelligence to estimate the call duration and identify available customer representatives. Taking daily averages into account, the incoming call will balance the 30 configured to direct you to the appropriate customer representative. in any of the above requests characterized by the server (3) such a system (1).

13. The ACD unit will balance the average call duration of the incoming call with 5. Server configured to assign to the correct customer representative (3) as in any of the above claims characterized by system (1).

14. Reporting average daily call durations and updating as new calls come in. characterized by a server (3) configured to constantly update a system like any of the above requests (1).

15. Evaluate call durations before assignment using SJF instead of FIFO. using alternative algorithms, increasing the number of answered calls or 15 Characterized by the server (3) configured to reduce waiting times a system like any of the above-mentioned requests (1). 25

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