METHOD FOR DIRECTING A USER TO A SERVICE AND TOOL IMPLEMENTING SUCH A METHOD.

Abstract

The invention relates to a system for directing users (1) to operators (2), comprising a control unit (4) communicating with input stations (10–13) for users and terminal stations (20–23) for operators. The system includes several communication channels (3) between said input stations and said terminal stations. The control unit (4) includes a user request scheduling module (1) in each of the communication channels (3), which receives user requests and, for each request received, flow forecast information in each of said communication channels (3), as well as wait time forecast information. The scheduling module creates, for each communication channel (3), connection queues between a user (1) and an operator (2). Figure for the abstract: [Fig. 1]

Description

Title of the invention: METHOD FOR DIRECTING A USER TOWARDS A SERVICE AND TOOL IMPLEMENTING SUCH A METHOD. FIELD OF THE INVENTION

[0001] The present invention relates to the organization of the reception of the public seeking a service, the public comprising users who have different profiles and who need different services. The method according to the invention aims to facilitate communication between users and the service provided by an institution, so that the user can quickly obtain the service or information he needs in a form that suits him.

[0002] The invention finds a particular application in services provided by organizations or companies welcoming the public, physically or virtually, offering services or information requiring (or not) the intervention of an operator.

[0003] The invention also relates to a computer program product, a processing device configured to implement such a method, and an electronic apparatus (or tool) comprising such a processing device. STATE OF THE ART

[0004] Today there are many tools for managing the reception of users in administrations, in order to direct them towards the services they request and in order to organize the waiting time of these users.

[0005] With the COVID 19 crisis, new communication channels have developed (video conference meetings, email exchanges, telephone interviews, etc.) between public service agents and users. Some users have adapted easily to these new channels while others feel lost or do not have access to the IT tools that are necessary for these new communication channels: the COVID 19 crisis has thus been at the origin of a "separation" between users who master IT tools and who have them, on the one hand, and those who need to be supported in a more traditional way, on the other hand, with the risk of seeing the latter users give up the public services they need. We then speak of "digital shipwrecked" or "digital illiteracy".

[0006] The Defender of Rights then issued recommendations for managing digital illiteracy, including those for maintaining several forms of access to services, in order to take into account the difficulties of all users.

[0007] In this context, the invention aims to propose a tool and a method which determines, depending on each user, the most efficient and effective communication channel, taking into consideration the characteristics linked to the user himself and those linked to his need.

[0008] We know of devices which allow queues to be managed by issuing tickets with numbers, users being called as and when by the number which has been assigned to them.

[0009] To guide users, a receptionist may be provided who questions users in order to direct them to the appropriate service, thus avoiding the user having to wait and queue in another service.

[0010] These technical and human resources implemented do not allow us to deal with all the scenarios regarding the management of identification and the ranking of people.

[0011] Document FR 2822977 discloses a device which makes it possible to identify the user, to record their need as expressed, and to direct the user by issuing them with a ticket, or similar, mentioning the elements making it possible to identify their need / request.

[0012] This device allows an operator to identify the user and his needs, but it does not take into account all the new forms of communication. Furthermore, it treats all users in the same way, without taking into account the ability of each to adapt or not to the service provided. Statement of the invention

[0013] The invention makes it possible to take into consideration the differences between users and to provide them with a service, or a response to their need based on the need expressed but also based on the characteristics specific to each of the users.

[0014] To this end, the invention relates to a system for directing users towards operators, capable of delivering responses to requests from said users, each response among said responses being delivered according to at least one communication channel, said system comprising:

[0015] - input stations, allowing users to formulate said requests,

[0016] - terminal stations, allowing said operators to deliver said responses, and

[0017] - a management center, which communicates with said input stations and said terminal stations.

[0018] The system according to the invention is remarkable in that it comprises several communication channels between said input stations and said terminal stations, in that said management center comprises a module for scheduling user requests in each of the communication channels, said module receiving scheduling:

[0019] - first information relating to user requests and profiles of users, said first information comprising for each user preference information of at least one communication channel based on a user profile,

[0020] and receiving, for each user request received:

[0021] - flow forecast information in each of said communication channels information, as well as waiting time forecast information,

[0022] said scheduling module creating, for each communication channel, queues for communication between a user and an operator.

[0023] Advantageously, said management center comprises a module for collecting data relating to each of said users, comprising personal data capable of being entered by said users. It can also advantageously collect behavioral data associated with each of the users.

[0024] Furthermore, the user data collection module comprises a first artificial intelligence which determines said user profile for each user, based on said personal information provided for each user and / or based on behavioral data collected in real time for each user, said artificial intelligence determining the use of at least one particular communication channel among said communication channels for said determined user profile.

[0025] According to a non-limiting embodiment which will be presented subsequently, the management center comprises a module for forecasting user request flows in said communication channels, which determines said request flow forecast information in each communication channel as a function of user requests received in real time and as a function of information relating to external data collected by an external data collection module, said request flow forecast module communicating with said scheduling module.

[0026] Advantageously, the request flow forecasting module comprises a second artificial intelligence which collects information relating to requests received in real time and to internal data resulting from training of said artificial intelligence on the request habits of users and on the most used communication channels as a function of time and as a function of external data, said second artificial intelligence determining said request flow forecast information in said channels to be transmitted to said scheduling module.

[0027] Also advantageously, said management center comprises a waiting time estimation module, transmitting to said scheduling module an es timing of waiting time for each user request for each particular communication channel, so that if several particular communication channels are possible, said scheduling module can determine the fastest particular communication channel for each request of each user.

[0028] Preferably, the waiting time calculation module comprises a third artificial intelligence which determines said waiting time estimate in each communication channel for each user request received in real time and as a function of internal data resulting from a learning of said third artificial intelligence on the request habits of the users and on the most requested communication channels as a function of time and as a function of external data, said third artificial intelligence determining said waiting time forecast information which is transmitted to said scheduling module.

[0029] Preferably again, the management center comprises a second module for collecting data relating to said operators, to determine possible communication channels of said terminal station associated with the operator.

[0030] According to an advantageous mode of implementation, the scheduling module comprises a fourth artificial intelligence which generates queues of requests in each of the communication channels according to the information transmitted to it by the waiting time estimation module and by the flow estimation module and: - it authorizes or prevents a terminal station from communicating with several data entry stations only via a particular communication channel, and - it authorizes or prevents a terminal station from communicating with several data entry stations using several communication channels.

[0031] Thus implemented, the system according to the invention makes it possible to bring together the different contact / communication channels on a single platform and to propose the solution most suited to the user by implementing a tool (scheduling module) which sets up a rule for scheduling requests, taking into consideration not only the nature of the request, but also the profile of the user to provide a response to the request adapted to the user.

[0032] The system according to the invention is therefore oriented towards a “Need / behavior VS forecast availability / skill / communication channel” relationship rather than a “reason for request / available resource (most appropriate)” relationship, with the aim of processing requests (loads) as best as possible taking into account needs and in the sense of the efficiency of the system as a whole. BRIEF DESCRIPTION OF THE FIGURES

[0033] The invention will be better understood on reading the following description, given solely by way of non-limiting example and made with reference to the appended drawings in which:

[0034] [Fig-1] is a schematic representation of the various operators, data entry stations, central management and essential elements implemented by the system in accordance with the invention, and

[0035] [Fig.2] is a more detailed schematic representation of certain elements shown in [Fig.l], illustrating the exchanges of information between the elements implemented by the system according to the invention.

[0036] It is understood that the embodiments which will be described below are in no way limiting. In particular, it will be possible to imagine variants of the invention comprising only a selection of characteristics described below isolated from the other characteristics described, if this selection of characteristics is sufficient to confer a technical advantage or to differentiate the invention compared to the state of the prior art. This selection comprises at least one preferably functional characteristic without structural details, or with only a part of the structural details if it is this part which is only sufficient to confer a technical advantage or to differentiate the invention compared to the state of the prior art.

[0037] In particular, all the variants and all the embodiments described can be combined with each other if nothing prevents this combination from a technical point of view.

[0038] In the figures and in the remainder of the description, the elements common to several figures retain the same reference. DETAILED DESCRIPTION

[0039] The system according to the invention aims to provide users 1 with various possibilities of reception and support by an operator 2, depending on the available channels 3 which are made available to users 1 by the structure hosting them (implementing the system according to the invention).

[0040] The system according to the invention aims to propose the best communication channel for the user by first taking into consideration characteristics which are specific to the user (who he is, what he may need, his behavior with respect to the input station on which he will make a request). The invention thus makes it possible to take into consideration the fact that the requester does not always know how to define his request well, and the fact that he is not necessarily familiar with the technical means with which he must formulate his request.

[0041] The invention also makes it possible to quickly process requests from people who are, on the contrary, comfortable with new technologies, without forcing them to go through a system that offers them services they don't need and that slows down the process of matching the user with an operator capable of responding to them without having to meet them physically or make an appointment, for example.

[0042] [Fig.l] shows the user 1 who has a variety of means of communication, such as a smartphone 11, a computer 12, a communication terminal 13 geographically present in the place in which the system according to the invention is implemented.

[0043] Any means of communication available to user 1 will be called an input station 10.

[0044] At the same time, the operators 2 also have means of communication: they may have an office 21, equipped or not with a computer 22, to physically receive the user and answer their questions, a telephone 23 etc.

[0045] Any means of communication available to operator 2 will be called terminal station 20.

[0046] Not all terminal stations 20 can communicate with all data entry stations 10 and some terminal stations can communicate in several different ways with some data entry stations 10: this is the case with computers, with which one can communicate in writing (e-mails, instant messaging of the “chatbot” type), by audio system (voice over IP, Internet in general) and / or video (videoconferencing software etc.).

[0047] All communication channels between the input stations and the terminal stations are possibilities, for user 1, to potentially obtain a response to a request.

[0048] These communication channels are illustrated for example in [Fig.2] by dotted lines 3 which connect the input station 10 to the terminal station 20, the stations being represented schematically.

[0049] User 1 may have a profile for which a preferred communication channel is observed: either the operator clearly expresses his wish to communicate via a particular communication channel (case of an elderly person, for example, who only wishes to communicate by telephone or with physical appointments, or case of an active person who only wishes to communicate by chatbot or by email), or the operator has physical characteristics which oblige him to communicate in a certain way (disability: deafness, visually impaired user, physical inability to move, etc.).

[0050] The system according to the invention aims to offer each user the means of obtaining a response from an operator as quickly as possible and in the manner most suited to the user.

[0051] For this, the system according to the invention comprises a management center 4, which allows the user and the operator to communicate via at least one communication channel, or to direct the user towards an available operator by favoring a particular communication channel, thanks to information relating to the user, according to the user's requests (nature of the request and choice of particular communication channel, formulated explicitly or not by the user) and possibly according to parameters independent of the user's request (or "external parameters - see the module bearing the reference 5 in [Fig.l] - for example: attendance at the place where the system is implemented - calendar 51, meteorology 52, social event 53, etc.) thanks in particular to an estimate of the user's waiting time, relative to his request and to the communication channel chosen or determined by the system, and thanks to an estimate of the flow of requests of the same nature or requests awaiting a response in the same communication channel as that chosen or determined for the user.

[0052] [Fig. 2] illustrates in more detail the different modules that comprise the management center 4 of the system according to the invention, for directing (or connecting) an input station 10 of a user to a terminal station 20 of an operator and for organizing queues in the different possible channels offered by the system.

[0053] The management center 4 includes a scheduling module 40 which receives and records information.

[0054] The information he receives is of different natures and comes from different sources:

[0055] On the one hand, the information received by the scheduling module 40 comes from the user: the user identifies himself (or not) and makes a request, via his input station 10, which informs the scheduling module about the user, about the nature of his request and about the nature of the input station with which the user makes his request (terminal 13, smartphone 11 or computer 12, for example: this indicates to the scheduling module the channel through which the operator makes his request and this makes it possible to identify a certain number of channels through which the response to the user's request can be transmitted).

[0056] If the user is unable to formulate a precise request, the system according to the invention identifies the user's hesitation using a behavioral analysis (which will be seen later) and this also generates a form of request.

[0057] This information, relating to the user's request, is referenced II.

[0058] Information II may include an indication of the choice of communication channel requested by the user, or not.

[0059] A second piece of information 12 is transmitted to the scheduling module 40: it comes from a flow forecasting module 41 which is also included in the central management 4.

[0060] The flow forecasting module will be presented in more detail later.

[0061] The second information 12 is therefore a request flow forecast, which indicates to the module 40 an estimate of the quantity of requests of the same nature as that of the information II formulated by the user at the time when the user formulates his request, according to the available communication channels and corresponding to the communication channels likely to be chosen to transmit the response to the user's request. The request flow forecast can also concern requests of different natures but in a particular communication channel, chosen by the user or determined by the system according to the user's behavior.

[0062] The available or occupied communication channels, in real time, are indicated by the operators 2 to the management center: more precisely, information 14 ([Fig.2]) is thus transmitted in real time by the operational terminal stations of the system to the scheduling module 40.

[0063] A third piece of information 13 is finally transmitted to the scheduling module 40: it comes from a waiting time calculation module 42 which is also included in the management center 4. The information 13 is an estimate of the user's waiting time so that he can obtain a response to his request (or help in formulating his request) via one or more communication channels, with regard to the choices of communication channels that he has formulated or with regard to the possibilities of possible communication channels to allow an operator to respond to the user's request, depending on the communication post with which the user formulated his request.

[0064] Depending on all of this information II, 12, 13 and 14, the scheduling module 40 determines at least one communication channel (31, 32... 3n) among the communication channels 3 of the system, between said terminal station 20 and said input station 10, to allow the user 1 to obtain a response to his request: it can indicate these possibilities to the user 1 who accepts, or not, one of the communication channel proposals.

[0065] If the communication channel 31 is suitable for the user, then the scheduling module authorizes communication between the input station 10 and the terminal station 20 (see [Fig.2]) and it organizes the queue of requests, including that of user 1, in the communication channel 31.

[0066] The communication of a channel 31, 32 3n between the terminal station 20 and the input station 10 is symbolized by switches SI, S2 and Sn in [Fig.2].

[0067] In accordance with the invention, the management center also includes a module 43 for collecting data relating to the user: this is a module which allows the system to know the habits of user 1, to enable it to prioritize in particular the user's preferred communication channels or to anticipate the communication channels which would be most suited to the profile of user 1.

[0068] The module 43 for collecting data relating to the user is filled in in two ways: the user himself indicates to the system the data which are specific to him (information 15, for example, if the system is implemented in an administrative health service, the data collection module is filled in with the identity of the user, his age, his social security number, his address etc.).

[0069] The module 43 for collecting data relating to the user is also informed by the user's habits of use of the service or by the behavior adopted by the user with the data entry station (Information 16): the module 43 is then a behavioral data collection module, which makes it possible to identify, for example, that the user is looking for information on his data entry station, or seems lost in the menus offered by the data entry station.

[0070] The user data collection module 43 thus collects behavioral data from the user to offer the user a service and determine possible communication channels with said terminal station for said input station.

[0071] An artificial intelligence IA43 makes it possible to offer a service and at least one communication channel to the user based on behavioral data collected in real time (16) and on information relating to the user that the module has kept in memory (personal data, previous requests, services which are concerned by the identified user profile, etc.).

[0072] Artificial intelligence IA43 is an intelligence which is constantly enriched by behavioral data relating to user 1 and requests made by the user, making it possible to create a profile associated with the user based on all the data concerning him.

[0073] The profile thus created feeds a computer program 44 which communicates with all the modules of the management center 4.

[0074] The computer program 44 also makes it possible to select services based on the user profile, so as to offer the user only the services which are likely to concern him.

[0075] For example, if the user is an elderly woman, the computer program may suppress the service offering relating to questions about maternity leave.

[0076] A module 45 for collecting data relating to operators and their terminal station is also included in the management center 4: in parallel with the module for collecting data relating to the user, the module 45 collects the data of the operators (information 17: identification of the operator, skills of the operator with regard to the services offered by the system, possible communication channels for the service offered in relation to the type of terminal position occupied by the operator, etc.).

[0077] The module 45 can also collect data (information 18) relating to the behavior of the operators: for example, it can collect the time spent by the operator processing a given request.

[0078] The operator data module 45 also informs the software module 44 (or computer program 44).

[0079] All the information received by the software module 44 also feeds each of the waiting time estimation modules 42 and 41 for forecasting the flow of requests which, in turn, process the information they receive respectively to provide the scheduling module 40 with the information 13 and 14.

[0080] The module 41, which determines a forecast of user request flow based on the requests II received in real time by said management center, also takes into consideration the information 19 relating to external data collected by the module 5 for collecting external data 51, 52 and 53: in fact, as explained previously, certain independent external parameters can have consequences on the request flow received by the management center: this can be the weather, events, particularly political events (transport strikes, major health events, etc.).

[0081] The module 41 for forecasting the flow of requests comprises an artificial intelligence module IA41 which takes into consideration these external parameters and their influence on the quantity of requests of certain natures or on the congestion of certain communication channels at given times: the artificial intelligence IA41 keeps in memory the scenarios which have acted on the offer of services and the flow of requests to determine said forecast of flow of requests from potential users and anticipate a quantity of potential requests in a given category of requests.

[0082] Concerning the waiting time estimation module 42, it also takes into consideration this external parameter information 19 to predetermine, according to at least one communication channel and / or according to each possible channel for the requested service, an estimate of the waiting time for the user.

[0083] Indeed, for example, during a strike, there may be fewer operators available to respond to requests than normal. The waiting time to obtain a response to a request using a given communication channel may therefore be longer.

[0084] This is why the waiting time estimation module includes, in the context of the example described, an artificial intelligence IA42 which collects external data to feed scenarios which it keeps in memory in order to provide information of possible waiting time, for each communication channel, or for a predetermined quantity of communication channels (which depend on the user profile) by comparison between the real-time data available to the management center and which also includes the external data 19 collected by the module 5.

[0085] The information estimating the waiting time 13, relating to said predetermined communication channel and relating to said other channels among said several channels, is thus provided to the scheduling module 40 which can then put an input station 10 in contact with a terminal 20 according to the request of user 1 and the available operator best placed to correspond to the most possible criteria relating to the nature of the request and to the communication channels suitable for the user.

[0086] In order to better understand the invention, we will describe two examples of systems in accordance with the invention implemented in two different structures: a medical care center welcoming the public, on the one hand, and an agency of a public service which can also welcome the public.

[0087] It should be understood that the two examples presented below are in no way limiting for the invention and that it can be applied in other structures welcoming the public, where the public (customers, users, subscribers, members etc.) expect a service or have a particular need which requires a response from operators (traders, civil servants or employees in general, staff etc., of the structure).

[0088] It should also be understood that the operators of the structure may be geographically located within the structure or may be at a distant geographical distance, such as by teleworking.

[0089] According to a first example, a first user 1 wishes to make a medical appointment to renew a prescription.

[0090] User 1 has several means of communication (input stations 10) to access the system implemented in the care center: he can make an appointment online, via his smartphone 11 or via his computer 12 to consult a doctor 2 (terminal station 22) by videoconference, or be put in contact with a medical secretary 2 (terminal station 23). But he can also decide to physically move to the care center: he will then have a terminal 13 to indicate the purpose of his visit (request).

[0091] The user identifies himself at terminal 13, for example by indicating his social security number.

[0092] The terminal 13 transmits this information to the management center 4 and the module 43 for collecting data relating to the user recognizes the user and gives him access, via the terminal 13, to all the relevant services assigned to him (making appointments, health services specific to their age, health status, communication preferences, etc.).

[0093] User 1 can then formulate his request II, which is transmitted to the scheduling module 40.

[0094] It is considered that module 43 indicates to the software module that user 1 has serious health problems and that it is preferable for him to consult a doctor for the renewal of his prescription: the communication channel in face-to-face appointments is therefore to be favored by the system.

[0095] However, the operator data collection module indicates to the system that there are doctors available offering videoconference consultations at the time user 1 made his request.

[0096] Thus, the system will consider that two channels are relevant to respond to the user's request: that of face-to-face appointments and that of videoconference appointments, the geographical site including a teleconsultation booth.

[0097] The waiting time module 42 will then calculate for these two channels, the relative waiting time for an appointment and the module 41 will indicate an estimate of the flow of appointment requests for these two channels.

[0098] The scheduling module 40 will then determine the position of the user in the queue for these two communication channels.

[0099] Either the module 40 indicates this to the user via the terminal 13, and the user chooses the communication channel that he prefers (face-to-face appointment or teleconsultation appointment), or the scheduling module 40 chooses for the user the communication channel 3 that is most relevant for the user 1 who is informed, via the terminal 13, of his position in the queue for face-to-face or teleconsultation appointments.

[0100] Following a second example, a user 1 needs to make an appointment with the Family Allowance Fund to indicate a change in situation (birth, divorce, marriage, etc.).

[0101] User 1 is an active person who cannot travel during the opening hours of the Family Allowance Fund but who can take a break during his working day to communicate online with the operators to declare this change in situation.

[0102] User 1 will connect, via his computer 12 (or his smartphone 11) to his personal space on the website of the Family Allowance Fund (or to its application on his smartphone).

[0103] By logging in, user 1 tells the system who he is and the system has access to user 1's personal data, his preferences, and the services allocated to him from among all the services offered by the Family Allowance Fund.

[0104] User 1 searches on the site, or on its application, among the services offered to it, the service which allowed it to declare its change of situation.

[0105] In our example, user 1 consults different services, goes back and forth to the home page of the site (or application): module 43 then detects that user 1 is having difficulty finding a service.

[0106] The module 43 transmits this information to the software module 44, which asks the scheduling module 40 to take into consideration a request for connection by chatbot (communication channel 31, for example) so that an operator can help the user to formulate his request or to find the service adapted to his request.

[0107] The scheduling module 40 includes the user 1 in the waiting list for contacts by chatbot and as soon as an operator 2 communicating by computer 22 becomes free, he is put in contact with the user 1 via the site (or via the application) and asks him how he can help him.

[0108] Either the operator can directly record the request from user 1 (who will not have to be put on hold) and a response is provided in this way to the user's request, or operator 2 indicates to user 1 where, in the site or application, he must formulate his request.

[0109] In the latter case, the operator cuts off communication via channel 31 after giving his explanations and lets user 1 apply what has been explained to him.

[0110] User 1 then formulates his request II for a change of situation via the dedicated service and his request II arrives at the scheduling module, at the same time as the waiting time estimates 13 and the flow estimate 12 for the dedicated communication channels by which the operators respond to these requests.

[0111] The scheduling module 40 includes the user 1 in the dedicated queue, and indicates to him his position in the queue, an estimate of his waiting time to be put in contact with an operator who will process his request.

[0112] In order to better understand the scope of the invention, in its entirety, the chapters below provide explanations on the locks and constraints regarding the realization of a multi-channel type reception management intelligence in accordance with the invention.

[0113] DATA COLLECTION

[0114] Data collection concerns several aspects of the project. It allows us to feed the four main algorithmic models which will allow us to model:

[0115] user profiles (who comes and why - module 43),

[0116] scheduling and queue management (how to link a request to its best response - module 40),

[0117] flow forecasting (who will come and when - module 41), and

[0118] estimation of waiting times (what waiting times should be anticipated, absorbed, or even presented to the user to allow them to choose one channel among others - module 42).

[0119] DATA COLLECTION AND STRUCTURE

[0120] The data collected will be of two types: so-called event data and structural data.

[0121] The event data are mainly transmitted to the computer module 44. They are linked to all the reception events that punctuate and mark the journey of a visitor / user throughout their stay in a reception organization. These are mass data. On the other hand, the structural data come both from the computer module 44 but also from external sources (reference 5). Concerning the first case, they correspond to structuring notions (sites, services, reasons, positions, etc. for example). Concerning the second case, these are external data from events external to reception management but which have an impact on them. For example, weather conditions, traffic, strikes, etc., which very largely influence the flows observed on most sites.

[0122] Taking all this into account, the computer module 44 pays particular attention in terms of design, volume management, and performance. The data from the concepts to be manipulated, their relevance and their places in this architecture are taken into consideration by the computer module.

[0123] USER PROFILING MODEL - MODULE43

[0124] The aim here is to better understand the reason for each user's visit. The data collection described above feeds an algorithmic model which is based on various elements (or data) depending on the communication channel.

[0125] In this context, knowledge of the user and their needs is often partial. Concerning physical reception, for example, the reason for the visit (the request) most often depends on an action by the user on an interactive terminal. In the case of a spontaneous visit, the accuracy with which the reason for the visit is known depends on the level of functionality offered by the terminal: simple reception scenario, in-depth and ergonomic reception scenario, voice recognition.

[0126] However, in the context of an appointment, the reason for one's presence can be known in advance with all the more relevance if the person is correctly guided throughout the online search process for the reason for their visit.

[0127] This is the aspect that module 43 identifies, by detecting the user's path and actions, in addition to providing a chatbot, in order to determine their profile, according to their behavior, to determine their need. This aspect requires identifying the relevant user behavior data and complete a model likely to provide a response to enable him to best qualify his request.

[0128] REAL-TIME FLOW MANAGEMENT MODEL - MODULE 40

[0129] The objective of the system according to the invention is mainly to select the best operator and the next user to receive taking into account the observed and future waiting conditions, and by optimizing the efficiency of reception in terms of quality of user processing and optimization of flow rates (flows).

[0130] Under these conditions, the fact of introducing new communication channels but also of injecting constraints from flow forecasting and waiting time forecasting models loads the scheduling and simulation engine.

[0131] In this context, classical algorithms for exhaustively searching for optimal solutions are not efficient enough to guarantee acceptable response times for the system.

[0132] This is why it is planned to model the solutions by implementing an artificial intelligence IA40.

[0133] One of the technological obstacles lies in the identification of the source data and the definition of the parameters which may be considered as variables in the methods and algorithms implemented, taking into account the constraints linked to each of the users (diverse and varied) and taking into account all of the possible communication channels offered by the system in accordance with the invention.

[0134] The data comes mainly from the computer module 44 as indicated above. They correspond to the reception events but also relate to structuring notions relating to the organization of the reception areas, the resources and the channels in place to ensure the reception of users. However, the data also comes from external databases as indicated above.

[0135] MODELING

[0136] A technical lock also results from the modeling of the queue obtained according to the constraints of the different channels.

[0137] For example, the telephone or spontaneous channel can be treated in a similar way. In both cases, there is no obligation between the system and the user who is free to leave or arrive as he pleases.

[0138] The appointment channel, on the other hand, is a channel that can be contractualized since the user must be received at the time of his appointment. Furthermore, the response times for support expected by users are not the same. For example, we are ready to wait several minutes in a physical queue that seems long to us, less in the case of an appointment and even less on the telephone.

[0139] In addition, the channels are of different natures, some are asynchronous, others synchronous, in the sense that, on the one hand, the response to an email or a chatbot can be delayed and spread out over time while managing several responses in parallel, on the other hand, handling a telephone call or a physical visit requires exclusive attention.

[0140] SEARCH FOR A DEGREE OF UNIVERSALITY

[0141] In this multi-channel context, the vocabulary and concepts manipulated by the AI40 artificial intelligence algorithms are valid and understandable across all communication channels.

[0142] WAITING TIME FORECASTING MODEL - MODULE 42

[0143] Classical queue management theories allow a correct approach to estimating waiting times but the precision is insufficient, whereas the invention makes it possible to determine the waiting time of a user at the moment when he takes a ticket from a terminal.

[0144] Furthermore, the simulation algorithms implemented in the solutions known to date require excessively long calculation times.

[0145] IA42 artificial intelligence makes it possible to find models capable of predicting short-term waiting times, within the hour, taking into account the expected users and of best estimating the expected waiting time of a user at the time of their arrival, while maintaining acceptable performance to feed the real-time scheduling and flow management engine.

[0146] The purpose of the scheduling module 40 is to determine the best resource capable of supporting a user, according to their predefined aptitude levels in the reception solution, but taking into account, this time, the anticipated and estimated waiting times, the objective always being to reduce the waiting times taking into account the available resources and their capacities and priorities for supporting users on the different reasons for visits proposed.

[0147] FLOW FORECASTING MODEL - MODULE 41

[0148] One of the technological obstacles lies in the identification of the source data and the definition of the parameters which could be considered as variables and having an impact on the training and implementation of an AI for forecasting flows, taking into account the constraints and behaviors linked to each of our clients (diverse and varied) and taking into account all the channels which we are going to put in place.

[0149] It is understood from the preceding description how the invention makes it possible to offer a service which takes into consideration the specific characteristics of users before connecting a request and a service.

[0150] Thanks to the user data module, the system makes it possible to detect habits, particular situations, and data specific to the user, in order to offer them an adapted and personalized service.

[0151] Thanks to the operator data module, the system is constantly informed about the services available and the particularities of the operators (speed of response, identification of the most suitable operator to respond, etc.).

[0152] Thanks to the flow estimation module and thanks to the waiting time estimation module, the scheduling module is capable of creating queues in communication channels which are adapted to the user's profile, so as to best respond to the nature of his request and his way of communicating.

[0153] It should be understood that the invention is not limited to the examples described above and that it extends to the implementation of any equivalent means.

Claims

Claims

1. System for directing users (1) to operators (2), capable of delivering responses to requests from said users (1), each response among said responses being delivered along at least one communication channel (3), said system comprising: - input stations (10 - 13), allowing users (1) to formulate said requests, - terminal stations (20 - 23), allowing said operators (2) to deliver said responses, and - a management center (4), which communicates with said input stations (10 - 13) and said terminal stations (20 - 23), characterized in that it comprises several communication channels (31, 32, 3n) between said input stations (10 - 13) and said terminal stations (20 - 23), and in that said management center (4) comprises a module (40) for scheduling the requests of the users (1) in each communication channels (31, 32, 3n),said scheduling module (40) receiving: - first information (II) relating to user requests and user profiles, said first information comprising for each user information on preference of at least one communication channel according to a user profile, and receiving, for each user request received: - information (12) on flow forecast in each of said communication channels (31, 32, 3n), as well as information (13) on waiting time forecast, said scheduling module (40) creating, for each communication channel (31, 32, 3n), queues for communication between a user (1) and an operator (2).,

2. System according to claim 1, characterized in that said management center (4) comprises a module (43) for collecting data relating to each of said users, comprising personal data (15) capable of being entered by said users (1).

3. System according to claim 2, characterized in that said module (43) for collecting data relating to users collects behavioral data (16) associated with each of the users (1).

4. System according to claim 3, characterized in that said module (43) for collecting data relating to users comprises a first artificial intelligence (IA43) which determines said user profile for each user, based on said personal information (15) provided for each user and / or based on behavioral data (16) collected in real time for each user, said artificial intelligence (IA43) determining the use of at least one particular communication channel (31) among said communication channels (31, 32 3n) for said determined user profile.

5. System according to any one of the preceding claims, characterized in that said management center (4) comprises a module (41) for forecasting user request flows in said communication channels, which determines said information (12) for forecasting request flows in each communication channel (31, 32, 3n) as a function of user requests received in real time and as a function of information relating to external data (51, 52, 53) collected by an external data collection module (5), said request flow forecast module (41) communicating with said scheduling module. (40)

6. System according to claim 5, characterized in that said module (41) for forecasting demand flows comprises a second artificial intelligence (IA41) which collects information relating to requests received in real time and to internal data resulting from a learning of said artificial intelligence (IA41) on the request habits of users (1) and on the communication channels (31, 32, 3n) most requested as a function of time and as a function of external data (51, 52, 53), said second artificial intelligence (IA41) determining said information (12) for forecasting demand flows in said channels, which is transmitted to said scheduling module (40).

7. System according to claim 4 or according to any one of claims 5 or 6 combined with claim 4, characterized in that said management center (4) comprises a module (42) for estimating waiting time, transmitting to said scheduling module (40) a waiting time estimate (13) for each user request for said at least one particular communication channel (31), so that if several particular communication channels (31) are possible, said scheduling module (40) can determine the particular communication channel (31) fastest for each request from each user (1).

8. System according to claim 7, characterized in that said waiting time calculation module (42) comprises a third artificial intelligence (IA42) which determines said waiting time estimate in each communication channel (31, 32, 3n) for each user request received in real time and as a function of internal data resulting from a learning of said third artificial intelligence (IA42) on the request habits of users and on the communication channels (31, 32, 3n) most requested as a function of time and as a function of external data, said third artificial intelligence (IA42) determining said waiting time forecast information (13) which is transmitted to said scheduling module (40).

9. System according to any one of the preceding claims, characterized in that said management center (4) comprises a second module (45) for collecting data (17, 18) relating to said operators (2), to determine possible communication channels (31, 32, 3n) of said terminal station (20, 21, 22, 23) associated with the operator (2).

10. System according to any one of the preceding claims, characterized in that said scheduling module (40) comprises a fourth artificial intelligence (IA40) which generates request queues in each of the communication channels (31, 32, 3n) as a function of the information (12, 13) transmitted to it by the module (42) for estimating waiting times and by the module (41) for estimating flows and in that: - it authorizes or prevents (SI, S2, Sn) a terminal station (21, 22, 23) from communicating with several input stations (11, 12, 13) only along a particular communication channel (31), and - it authorizes or prevents (SI, S2, Sn) a terminal station (21, 22, 23) from communicating with several input stations (11, 12, 13) along several communication channels (31, 32, 3n).

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