Contact Center Analytics System for Real-Time Information Retrieval
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Solution Overview
Problem
Contact center agents face challenges in quickly retrieving relevant information during communications, leading to potential dissatisfaction for customers due to inefficiencies in accessing necessary resources.
Innovation Solution
The system identifies patterns in information resource utilization by agents during communications and associates keyphrases with frequently used or critical information resources, making these resources available to agents in real-time through their workstations when specific keyphrases are detected.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If agents manually query information resources during communications, then they can access necessary information, but the time required to retrieve information increases and communication efficiency decreases
Solution Approach 1:
The system performs preliminary actions by analyzing historical communication data and agent behavior patterns in advance, pre-identifying which information resources are most likely to be needed for different communication scenarios. This allows the system to proactively prepare and prioritize information resources before they are actually needed during live communications, eliminating the time agents would otherwise spend searching for relevant information.
Solution Approach 2:
The patent replaces the manual mechanical process of agents querying information resources with an automated electronic system. The system automatically monitors communications, detects keyphrases, identifies relevant information resources, and presents them to agents through their workstations, substituting the manual search and retrieval process with an automated electronic delivery mechanism that operates in real-time.
2Loss of information
If agents access multiple information resources during communications, then they can find comprehensive information, but the complexity of managing and navigating these resources increases
Solution Approach 1:
The system applies local quality by customizing the information resource presentation based on the specific communication context, agent expertise level, and detected keyphrases. Instead of presenting all available information resources uniformly to all agents, the system tailors the information delivery to the local needs of each agent and situation, presenting only the most relevant resources in a context-appropriate format and priority order.
Solution Approach 2:
The patent introduces an intermediary system that sits between the multiple information resources and the agents. This intermediary automatically monitors communications, analyzes agent needs, queries multiple information resources behind the scenes, and synthesizes the results into a unified, simplified presentation for the agent. This intermediary layer shields agents from the complexity of managing multiple information resources while ensuring comprehensive information coverage.
3Productivity
If the system provides more information resources to agents, then communication effectiveness improves, but the system complexity and computational requirements increase
Solution Approach 1:
The system applies partial action by selectively providing information resources based on actual need rather than presenting all available resources. Using keyphrase detection and pattern matching, the system identifies only the subset of information resources relevant to the current communication context and presents those to the agent. This partial action approach maintains high communication effectiveness while avoiding the system complexity of managing and processing all possible information resources simultaneously.
Solution Approach 2:
The patent utilizes parameter changes by dynamically adjusting system behavior based on communication parameters such as detected keyphrases, agent performance metrics, and communication type. The system changes its information resource selection and presentation parameters in real-time based on these inputs, allowing it to provide appropriate information without requiring complex static configurations for every possible scenario. This dynamic parameter adjustment simplifies the overall system architecture while maintaining high effectiveness.
Data Source
AI summary
Various embodiments of the invention provide methods, systems, and computer program products for determining a pattern for communications conducted between agents at a contact center and contact parties. In particular embodiments, the pattern is based on a utilization of one or more information resources by the agents during the communications. Depending on the embodiment, the communications may comprise one or more of telephone calls, text messages, emails, and Web chats. In addition, in various embodiments, a particular information resource from among the one or more information resources is identified based on the pattern and is associated with a keyphrase found in at least two of the communications. Accordingly, as a result of the association, the particular information resource is made available to at least one agent at the contact center during a time the agent is fielding a subsequent communication in which the keyphrase is detected.