System and method to determine and remediate reverse transition from digital channels in a contact center

1 . A method of managing interactions between agent devices and customer devices, wherein the method comprises:

identifying, by natural language processing, interaction data in interactions between an agent device and a customer device that show a transition from a first connection type to a second connection type; and

when a transition in connection types initiated by the customer device is identified, initiating one or more remedial measures, the remedial measures being different from the transition in connection types, and wherein the remedial measures is amending the agent's workload.

2 . A method of managing interactions according to claim 1 , wherein the transition in connection types between the agent device and the customer device is a transition from a visual connection type to an audio connection type.

3 . A method of managing interactions according to claim 1 , wherein the remedial measures are selected from the group consisting of:

alerting a contact center of the transition from the first connection type to the second connection type;

notifying the customer device of the transition in connection type from the first connection type to the second connection type;

requesting feedback from the customer device on the transition from the first connection type to the second connection type;

classifying the customer device as having transitioned from the first connection type to the second connection type for subsequent interactions; and

providing rewards for customers to reconnect via the first connection type; and

assigning interaction training modules to agents.

4 . A method of managing interactions according to claim 3 , wherein notifying the customer device of the transition in connection types comprises informing the customer device of the availability of the first connection type.

5 . A method of managing interactions according to claim 3 , wherein alerting the contact center comprises sending the agent device during the transition from the first connection type to the second connection type a notification that the customer device is changing the connection type.

6 . A method of managing interactions according to claim 1 , wherein the transition from the first connection type to the second connection type is identified by interaction data in interactions selected from a group consisting of: customer sentiments, customer usage trend, transfer rate, abandonment rate, customer category, customer grievance rate, agent utilization.

7 . A method of managing interactions according to claim 1 , wherein interaction data is identified in real-time.

8 . A method of managing interactions according to claim 1 , wherein interaction data is identified prior to the transition from the first connection type to the second connection type.

9 . A method of managing interactions according to claim 1 , wherein when interaction data shows a transition from the first connection type to the second connection type, the agent device is assigned a training module.

10 . A method of managing interactions according to claim 1 , wherein the identification of interaction data showing a transition from the first connection type to the second connection type is further identified by an identification procedure selected from the group consisting of: key word detection, and detection of abandoned interactions.

11 . A system for managing interactions between agent devices and customer devices, the system comprising:

a computing device;

a memory; and

a processor, the processor configured to:

identify, via natural language processing, interaction data in interactions between an agent device and a customer device that show a transition from a first connection type to a second connection type and wherein the remedial measures is amending the agent's workload; and

when a transition in connection types initiated by the customer device is identified, initiating one or more remedial measures, the remedial measures being different from the transition in connection types.

12 . A system for managing interactions according to claim 11 , wherein the transition in connection types between the agent device and the customer device is a transition from a visual connection type to an audio connection type.

13 . A system for managing interactions according to claim 11 , wherein the remedial measures are selected from the group consisting of:

alerting a contact center of the transition from the first connection type to the second connection type;

notifying the customer device of the transition in connection type from the first connection type to the second connection type;

requesting feedback from the customer device on the transition from the first connection type to the second connection type; and

classifying the customer device as having transitioned from the first connection type to the second connection type for subsequent interactions.

14 . A system for managing interactions according to claim 13 , wherein notifying the customer device of the transition in connection types comprises informing the customer device of the availability of the first connection type.

15 . A system for managing interactions according to claim 13 , wherein alerting the contact center comprises sending the agent device during the transition from the first connection type to the second connection type a notification that the customer device is changing the connection type.

16 . A system for managing interactions according to claim 11 , wherein the transition from the first connection type to the second connection type is identified by interaction data in interactions selected from a group consisting of: customer sentiments, customer usage trend, transfer rate, abandonment rate, customer category, customer grievance rate, agent utilization.

17 . A system for managing interactions according to claim 11 , wherein interaction data is identified in real-time.

18 . A system for managing interactions according to claim 11 , wherein when interaction data shows a transition from the first connection type to the second connection type, the agent device is assigned a training module.

19 . A system for managing interactions according to claim 11 , the identification of interaction data showing a transition from the first connection type to the second connection type is further identified by an identification procedure selected from the group consisting of: key word detection, and detection of abandoned interactions.

20 . A method of monitoring conversations between agent devices and customer devices, wherein the method comprises:

monitoring conversation data in conversations between an agent device and a customer device to identify, via natural language processing, data that shows a switch from a first communication type to a second communication type between the agent device and the customer device; and

when a switch in communication types between the agent device and the customer device initiated by the customer device is identified, initiating one or more remedial measures, the remedial measures being different from the switch in communication types, and wherein the remedial measures is the agent's workload.