Automated Contact Center Agent Skill Profiling
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Solution Overview
Problem
Conventional contact center management requires substantial manual effort to identify primary skill level agents, which is inefficient and labor-intensive, especially in large centers with agents developing new skills over time.
Innovation Solution
An automated system that retrieves information from internal sources like knowledge sharing reports, customer feedback, and external sources like social media feeds to determine keywords and generate skill information for agents based on predefined lists, thereby identifying proficiency levels and optimizing agent assignments.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual methods are used to identify primary skill level agents, then supervisors can directly assess agent skills, but the process becomes labor-intensive and inefficient, especially in large contact centers with thousands of agents
Solution Approach 1:
The patent replaces manual mechanical assessment processes with an automated computer-based system that uses algorithms to analyze agent performance data, feedback, and skill information, thereby eliminating labor-intensive manual evaluation while maintaining accurate skill identification
Solution Approach 2:
The system enables agents to self-assess and self-update their skill levels through automated processes, where agents can log completed tasks, receive automated feedback analysis, and have their skill profiles updated without requiring constant manual supervisor intervention
2Loss of information
If manual skill assessment is performed for each agent, then skill information can be generated, but the process becomes time-consuming and cannot keep pace with agents developing new skills over time
Solution Approach 1:
The system operates continuously to monitor and update agent skill information automatically, rather than performing periodic manual assessments. The system continuously collects data from multiple sources, analyzes it in real-time, and updates skill profiles as agents develop new skills, ensuring information completeness without time loss
Solution Approach 2:
The system performs preliminary data collection and analysis of agent performance, feedback, and skill information continuously in advance, so that when skill identification is needed, the information is already processed and ready, eliminating delays in skill assessment timing
3Ease of operation
If conventional manual methods are used to identify primary skill agents, then supervisors can control the process, but the system becomes complex and requires substantial manual input from each supervisor
Solution Approach 1:
The system segments the skill identification process into distinct automated modules: data collection from multiple sources, data analysis algorithms, skill matching processes, and profile update functions. This segmentation allows complex operations to be divided into manageable automated components, reducing overall system complexity while maintaining supervisor oversight through configured parameters and thresholds
Data Source
AI summary
Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.