Identifying information resources for contact center agents based on analytics
View Patent ↗Various embodiments of the invention provide methods, systems, and computer program products for determining a pattern for communications conducted between agents at a contact center and contact parties. In particular embodiments, the pattern is based on a utilization of one or more information resources by the agents during the communications. Depending on the embodiment, the communications may comprise one or more of telephone calls, text messages, emails, and Web chats. In addition, in various embodiments, a particular information resource from among the one or more information resources is identified based on the pattern and is associated with a keyphrase found in at least two of the communications. Accordingly, as a result of the association, the particular information resource is made available to at least one agent at the contact center during a time the agent is fielding a subsequent communication in which the keyphrase is detected.
1. A method comprising the steps of:
monitoring a communication being conducted by a particular agent of a contact center and a contact party in real-time by an analytics processing system;
detecting an occurrence of a particular keyphrase during the monitoring by the analytics processing system; and
in response to detecting the occurrence of the particular keyphrase:
querying memory based on the particular keyphrase to identify a particular information resource, wherein the particular keyphrase had been previously identified in at least two prior communications conducted between agents at the contact center and contact parties by performing at least one of speech analytics and text analytics on the prior communications and the particular information resource had been previously associated with the particular keyphrase by determining a pattern of utilization of one or more information resources used by the agents during the prior communications conducted with the contact parties in which the one or more information resources provided different information that may have been helpful to the agents during the prior communications and selecting the particular information resource based on the pattern of utilization; and
making the particular information resource available to the particular agent during the communication.
2. The method of claim 1 , wherein the pattern shows the particular information resource is an information resource most often utilized last during the prior communications.
3. The method of claim 1 , wherein the pattern shows the particular information resource is an information resource most often utilized during the prior communications.
4. The method of claim 1 further comprising the step of identifying a plurality of keyphrases to monitor for during the communication based on the communication being related to a particular topic.
5. The method of claim 1 , wherein the prior communications comprise one or more of telephone calls, text messages, emails, and Web chats.
6. The method of claim 1 , wherein the particular information resource is made available to the particular agent through a computer workstation being used by the particular agent.
7. The method of claim 1 further comprising the steps of:
querying the memory based on the particular keyphrase to identify a second particular information resource; and
making the second particular information resource available to the particular agent during the communication after making the particular information resource available to the particular agent, wherein the second particular information resource is made available after the particular information resource is made available to the particular agent because the particular information resource has a higher priority than the second particular information resource.
8. A non-transitory, computer-readable medium comprising computer-executable instructions for causing one or more computer processors of an analytics processing system to:
monitor a communication being conducted by a particular agent of a contact center and a contact party in real-time;
detecting an occurrence of a particular keyphrase during the monitoring; and
in response to detecting the occurrence of the particular keyphrase:
query memory based on the particular keyphrase to identify a particular information resource, wherein the particular keyphrase had been previously identified in at least two prior communications conducted between agents at the contact center and contact parties by performing at least one of speech analytics and text analytics on the prior communications and the particular information resource had been previously associated with the particular keyphrase by determining a pattern of utilization of one or more information resources used by the agents during the prior communications conducted with the contact parties in which the one or more information resources provided different information that may have been helpful to the agents during the prior communications and selecting the particular information resource based on the pattern of utilization; and
make the particular information resource available to the particular agent during the communication.
9. The non-transitory, computer-readable medium of claim 8 , wherein the pattern shows the particular information resource is an information resource most often utilized last during the prior communications.
10. The non-transitory, computer-readable medium of claim 8 , wherein the pattern shows the particular information resource is an information resource most often utilized during the prior communications.
11. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions further cause the one or more computer processors to identify a plurality of keyphrases to monitor for during the communication based on the communication being related to a particular topic.
12. The non-transitory, computer-readable medium of claim 8 , wherein the prior communications comprise one or more of telephone calls, text messages, emails, and Web chats.
13. The non-transitory, computer-readable medium of claim 8 , wherein the particular information resource is made available to the particular agent through a computer workstation being used by the particular agent.
14. The non-transitory, computer-readable medium of claim 8 , wherein the computer-executable instructions further cause the one or more computer processors to:
query the memory based on the particular keyphrase to identify a second particular information resource; and
make the second particular information resource available to the particular agent during the communication after making the particular information resource available to the particular agent, wherein the second particular information resource is made available after the particular information resource is made available to the particular agent because the particular information resource has a higher priority than the second particular information resource.
15. An analytic processing system comprising:
at least one computer processor configured to:
monitor a communication being conducted by a particular agent of a contact center and a contact party in real-time;
detect an occurrence of a particular keyphrase during the monitoring by the analytics system; and
in response to detecting the occurrence of the particular keyphrase:
query memory based on the particular keyphrase to identify a particular information resource, wherein the particular keyphrase had been previously identified in at least two prior communications conducted between agents at the contact center and contact parties by performing at least one of speech analytics and text analytics on the prior communications and the particular information resource had been previously associated with the particular keyphrase by determining a pattern of utilization of one or more information resources used by the agents during the prior communications conducted with the contact parties in which the one or more information resources provided different information that may have been helpful to the agents during the prior communications and selecting the particular information resource based on the pattern of utilization; and
make the particular information resource available to the particular agent during the communication.
16. The analytic processing system of claim 15 , wherein the pattern shows the particular information resource is an information resource most often utilized last during the prior communications.
17. The analytic processing system of claim 15 , wherein the pattern shows the particular information resource is an information resource most often utilized during the prior communications.
18. The analytic processing system of claim 15 , wherein the at least one computer processor is further configured to identify a plurality of keyphrases to monitor for during the communication based on the communication being related to a particular topic.
19. The analytic processing system of claim 15 , wherein the prior communications comprise one or more of telephone calls, text messages, emails, and Web chats.
20. The analytic processing system of claim 15 , wherein the particular information resource is made available to the particular agent through a computer workstation being used by the particular agent.
21. The analytic processing system of claim 15 , wherein the at least one computer processor is further configured to:
query the memory based on the particular keyphrase to identify a second particular information resource; and
make the second particular information resource available to the particular agent during the communication after making the particular information resource available to the particular agent, wherein the second particular information resource is made available after the particular information resource is made available to the particular agent because the particular information resource has a higher priority than the second particular information resource.