Contact Center Agent Proficiency Tracking via NLP Labeling
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Large or expanding contact centers face inefficiencies and human error due to manual management of agent records, leading to processing delays and increased burden on contact center servers, which struggle to match contacts with suitable agents across various multimedia channels.
Innovation Solution
A computer-implemented method using a natural language processing engine to identify contact characteristics, label contact entities, and automatically assign them to agents based on skillsets, updating agent records for proficiency tracking, thereby reducing manual intervention and optimizing contact handling.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual management of agent records is used, then agent skillsets can be tracked, but processing delays and human error increase
Solution Approach 1:
The system enables self-service through automatic agent record management. The contact center server automatically creates, updates, and maintains agent records based on contact handling activities, eliminating the need for manual intervention. This self-updating mechanism reduces both processing delays and human error while maintaining accurate tracking of agent skillsets and proficiencies.
Solution Approach 2:
The patent replaces the mechanical manual process of agent record management with an automated electronic system. The contact center server uses software-based automatic record creation and updating mechanisms, substituting human manual operations with automated computational processes that are faster and more accurate.
2Loss of information
If manual management of agent records is used, then agent proficiencies can be tracked, but workload on agent managers increases
Solution Approach 1:
The system implements self-service by enabling automatic tracking of agent proficiencies through the contact center server. The server automatically updates agent records with proficiency information based on observed contact handling activities, eliminating the need for agent managers to manually track and update this information. This maintains complete proficiency data while significantly reducing manager workload.
Solution Approach 2:
The system uses feedback mechanisms where the contact center server continuously monitors agent contact handling activities and automatically updates agent records based on this feedback. This automatic feedback loop ensures proficiencies are accurately tracked in real-time without requiring manual intervention from agent managers.
3Productivity
If automated contact assignment is implemented, then contact handling efficiency improves, but system complexity increases
Solution Approach 1:
The contact assignment system operates autonomously through self-service mechanisms. The contact center server automatically assigns contacts to agents based on real-time analysis of agent records, contact characteristics, and skillset matching, without requiring manual intervention. This automation improves contact handling efficiency while the system manages its own complexity through standardized automated processes.
Data Source
AI summary
A computer-implemented method of handling contacts at a contact center. The method includes the steps of identifying a characteristic associated with a contact received at the contact center, and labeling a contact entity representing the contact with a label identifying the characteristic. In response to receipt of a request from an agent of the contact center to handle the contact based on the label of the contact entity, the contact is assigned to the agent and in response to the agent successfully handling the contact, an agent record associated with the agent, is updated to indicate a proficiency in handling contacts associated with the characteristic.