Contact Center Data Matching with Clock-Corrected Outcome Correlation
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Solution Overview
Problem
Existing contact centers face challenges in accurately matching contact interaction data and outcome data, which hinders the efficiency and performance of pairing strategies like behavioral pairing (BP), as outcome records are often stored separately and unstructured relative to contact assignment information.
Innovation Solution
A system and method for data matching in a contact center system that involves determining interaction and outcome event times, analyzing correlations, and matching historical contact interactions with outcomes based on these times, while correcting clock synchronization issues and generating contact-agent pairing models.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If outcome records are stored separately and unstructured relative to contact assignment information, then data storage flexibility is improved, but data matching accuracy deteriorates
Solution Approach 1:
The patent introduces an intermediary data structure (match record) that connects contact interaction data and outcome data. This match record contains identifiers from both data sources and correlation information, serving as a mediator that enables accurate matching while preserving the separate storage structure. The intermediary resolves the contradiction by maintaining storage flexibility while enabling precise data association through the matching algorithm.
2Device complexity
If clock synchronization issues are not corrected, then system complexity is reduced, but data correlation accuracy deteriorates
Solution Approach 1:
The patent applies preliminary action by detecting and correcting clock synchronization issues before performing data matching. The system identifies time offset between databases and adjusts timestamps proactively, ensuring accurate correlation analysis. This preliminary correction prevents matching errors while maintaining relatively simple system architecture by handling synchronization as a preprocessing step.
3Productivity
If behavioral pairing strategy is implemented, then contact center performance is improved, but data processing complexity deteriorates
Solution Approach 1:
The patent segments the behavioral pairing process into distinct modules: data retrieval from separate databases, correlation analysis based on time windows, match record generation, and pairing model application. This segmentation enables sophisticated performance optimization while managing complexity through modular design, where each component handles a specific aspect of the matching process independently.
Data Source
AI summary
Techniques for data matching in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for data matching in a contact center system comprising determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, an interaction event time associated with a historical contact interaction; determining, by the at least one computer processor, an outcome event time associated with a historical contact interaction outcome; analyzing, by the at least one computer processor, the interaction event time and the outcome event time to determine a correlation; and matching, by the at least one computer processor, the historical contact interaction with the historical contact interaction outcome based on the correlation.