Method and system for soft skills-based call routing in contact centers
US11388289B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 22, 2019 |
| Grant date | Jul 12, 2022 |
| Priority date | — |
| Expiry date | Jun 17, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/558
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An electronic communication method and system are disclosed. Exemplary methods include rating agent soft skills using an artificial intelligence (AI) module that continuously evaluates these skills, based on artifacts available from previous interactions with customers. The artifacts can be the voice recordings, chat transcripts, as well as Key Performance Indicators (KPIs) used for reporting. Once agents are rated, targeted soft skill-based routing is implemented for high priority calls or calls that are detected by a sentiment analyzer as requiring special attention. For training purposes, the system can be configured to route calls to agents with lower soft skills ratings during off hours. Completed calls may be used as further feedback to the AI module and the soft skill ratings acquired by the AI module may be added to an existing “hard skills” dataset for contact center call routing, to assist with continuous learning of soft skills as well as agent and supervisor training.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.