System and method for anticipatory dynamic customer segmentation for a contact center

摘要

System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.

主权项

1. A method for enhanced interaction processing in a contact center, the method comprising:
receiving, by a router coupled to a telecommunications network, an interaction associated with a customer; detecting, by a processor coupled to the router, the interaction pending at the router; retrieving, by the processor, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs, wherein the first customer segment is associated with a first objective of the contact center; predicting, by the processor, an outcome of the pending interaction; identifying, by the processor, a second customer segment based on the predicted outcome, wherein the second customer segment is associated with a second objective of the contact center different from the first business objective; re-associating, by the processor, the customer to the second customer segment; and handling, by the processor, the pending interaction according to the second objective instead of the first objective, wherein in handling the second objective, a device of the contact center is configured to engage in communication with a device of the customer over the telecommunications network.