Prediction of contact center interactions

• Main Authors: Lorraine Denby, Wen-Hua Ju, Patrick Tendick
• Format: Patent
• Language: English
• Published: 31.08.2016
• Subjects: ELECTRIC COMMUNICATION TECHNIQUE; ELECTRICITY; TELEPHONIC COMMUNICATION

Metrics for a communication session between a user and a self-service application (e.g. an Interactive Voice Response system) are identified, and based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the system to a contact center agent. A further embodiment includes receiving a text interaction on a topic at a contact center, wherein the text interaction is between a user and a contact center agent; analysing the text interaction to detect a pattern in the text interaction; determining, based on the pattern a pattern that will likely predict an initial outcome of the text interaction and changing the way of managing the user in the text interaction in response to the determining the pattern.