System and method for selecting agent in a contact center for improved call routing

Abstract

An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Description

BACKGROUND[0001]1. Field of the Invention[0002]Embodiments of the present invention generally relate to a system and method for providing customer service and particularly to a system and method for selecting an agent during call routing.[0003]2. Description of Related Art[0004]Contact centers are employed by many enterprises to service inbound and outbound contacts from customers. A typical contact center includes a switch and / or server to receive and route incoming packet-switched and / or circuit-switched contacts and one or more resources, such as human agents and automated resources (e.g., Interactive Voice Response (IVR) units), to service the incoming contacts. Contact centers distribute contacts, whether inbound or outbound, for servicing to any suitable resource according to predefined criteria. In many existing systems, the criteria for servicing the contact from the moment that the contact center becomes aware of the contact until the contact is connected to an agent are cl...

AI Technical Summary

Benefits of technology

The present invention provides a way for contact centers to match customers with appropriate agents based on their social media data. This helps create effective and efficient customer interactions, leading to improved customer satisfaction. The system automatically sets criteria to measure the quality of match between customer and agent attributes, reducing agent turnover and training costs.

Problems solved by technology

An ongoing challenge in contact center administration is monitoring and optimizing contact center efficiency.

However, traditional call routing technology does not allow for fine-grained skill set definitions, and assessing agents' detailed skill sets would be a highly time-consuming, costly, and tedious process.

The traditional call routing technologies fall short of fine-grained matching of calls (and callers) with agents.

Further, there is large impedance between availability of fine-grained customer profiles, even if available, and customer service requests on the one hand and coarse-grained agent skill sets on the other hand.

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