Methods and systems of providing response based on communication session participant request urgency

Systems and methods include generating an urgency score associated with data associated with a communication session based on processing the data and using the urgency score to modify a behavior of a bot or a call center agent and optimize a contact center. Systems and methods include modifying beha...

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Bibliographic Details
Main Authors Erhart, George, Smahajcsik-Szabo, Tamas, Huber, Oliver, Young, John, Klemm, Reinhard P, Ju, Wen-Hua
Format Patent
LanguageEnglish
Published 26.12.2023
Subjects
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Summary:Systems and methods include generating an urgency score associated with data associated with a communication session based on processing the data and using the urgency score to modify a behavior of a bot or a call center agent and optimize a contact center. Systems and methods include modifying behavior of a bot or an agent during the communication session in response to the data. Systems and methods include modifying dialog of a bot, or a script of an agent, and modifying a control flow for the communication session. Optimizing a contact center includes adjusting a workload of an agent associated with the communication session.
Bibliography:Application Number: US202117543146