Optimized routing of interactions to contact center agents based on machine learning

摘要

A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.

主权项

1. A system for routing interactions to contact center agents, the system comprising:
a processor; and a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to:
identify an interaction to be routed;identify a group of agents based on one or more constraints for generating one or more candidate agents;gather context data surrounding the candidate agents;for each agent of the candidate agents, estimate an expected value to be obtained by routing the interaction to the agent;select, based on the estimates, a particular agent of the candidate agents that does not have a highest expected value from among the candidate agents; andsignal a routing device for routing the interaction to the particular agent.