Feedback based communication router
An inbound communication is received by a contact center. For example, the inbound communication may be a text-based communication. The inbound communication is classified based on feedback from one or more prior inbound communications. For example, the feedback may be based on whether a previous communication was transferred, was dropped, based on feedback provided by a contact center agent, based on feedback provided by a user, and/or the like. In response to classifying the first inbound communication, the inbound communication is routed differently in the contact center. For example, the inbound communication is routed to a different contact center queue based on the feedback of the previous communication.
1. A contact center comprising:
a microprocessor; and
a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to:
receive a first inbound communication from a user;
classify the first inbound communication, wherein the first inbound communication is classified based on feedback from one or more prior inbound communications;
in response to classifying the first inbound communication, route the first inbound communication in the contact center; and
receive new feedback from at least one agent, the new feedback including information about whether the first inbound communication was assigned to an agent with a correct skillset for addressing the first inbound communication.
2. The contact center of claim 1 , wherein routing the inbound first communication in the contact center comprises at least one of:
routing the first inbound communication to a specific contact center queue;
routing the first inbound communication to a specific agent terminal;
routing the first inbound communication to a specific contact center application;
routing the first inbound communication to a specific automated attendant;
routing the first inbound communication to another contact center; and
notifying a supervisor agent terminal of the first inbound communication.
3. The contact center of claim 1 , wherein classifying the first inbound communication further comprises identifying a context for the first inbound communication by searching:
an email chain associated with the first inbound communication;
a chat session associated with the first inbound communication;
a social media network associated with a user who posted the first inbound communication; and
a voicemail message associated with the first inbound communication.
4. The contact center of claim 1 , wherein classifying the first inbound communication comprises identifying one or more new keywords to search for in the first inbound communication based on the feedback from one or more prior inbound communications.
5. The contact center of claim 1 , wherein the microprocessor readable and executable instructions further cause the microprocessor to:
provide information to generate a graphical user interface to receive the feedback from one or more prior inbound communications for the one or more prior inbound communications; and
receive the feedback from one or more prior inbound communications for the one or more prior inbound communications.
6. The contact center of claim 1 , wherein at least one of the one or more prior inbound communications is classified and routed based on a predefined rule and wherein the first inbound communication is not classified and is not routed based on the predefined rule.
7. The contact center of claim 1 , wherein the first inbound communication is from a specific user and wherein classifying the first inbound communication is further based on one or more communications with the specific user in mediums other than that of the first inbound communication.
8. The contact center of claim 1 , wherein the microprocessor readable and executable instructions further cause the microprocessor to:
receive a second inbound communication;
classify the second inbound communication, wherein the second inbound communication is classified based on feedback from first inbound communication;
in response to classifying the second inbound communication, route the second inbound communication differently from the first inbound communication.
9. The contact center of claim 1 , wherein the feedback from one or more prior inbound communications comprises at least one of: identifying a matching skillset, providing one or more keywords associated an individual prior communication, identifying if the individual prior communication was transferred, identifying a dropped chat communication, identifying a dropped voice communication, identifying a dropped video communication, identifying a non-response to an email, and capturing a summary of the individual prior communication.
10. The contact center of claim 1 , wherein the first inbound communication is a text-based communication and wherein the classification of the first inbound communication is classified based on a text of the text-based communication and the feedback from one or more prior inbound communications.
11. A method comprising:
receiving, by a microprocessor, a first inbound communication from a user;
classifying, by the microprocessor, the first inbound communication, wherein the first inbound communication is classified based on feedback from one or more prior inbound communications;
in response to classifying the first inbound communication, routing, by the microprocessor, the first inbound communication in a contact center; and
receiving new feedback from at least one agent, the new feedback including information about whether the first inbound communication was assigned to an agent with a correct skillset for addressing the first inbound communication.
12. The method of claim 11 , wherein routing the inbound first communication in the contact center comprises at least one of:
routing the first inbound communication to a specific contact center queue;
routing the first inbound communication to a specific agent terminal;
routing the first inbound communication to a specific contact center application;
routing the first inbound communication to a specific automated attendant;
routing the first inbound communication to another contact center; and
notifying a supervisor agent terminal of the first inbound communication.
13. The method of claim 11 , wherein classifying the first inbound communication further comprises identifying a context for the first inbound communication by searching:
an email chain associated with the first inbound communication;
a chat session associated with the first inbound communication;
a social media network associated with a user who posted the first inbound communication; and
a voicemail message associated with the first inbound communication.
14. The method of claim 11 , wherein classifying the first inbound communication comprises identifying one or more new keywords to search for in the first inbound communication based on the feedback from one or more prior inbound communications.
15. The method of claim 11 , further comprising:
providing information to generate a graphical user interface to receive the feedback from one or more prior inbound communications for the one or more prior inbound communications; and
receiving the feedback from one or more prior inbound communications for the one or more prior inbound communications.
16. The method of claim 11 , wherein at least one of the one or more prior inbound communications is classified and routed based on a predefined rule and wherein the first inbound communication is not classified and is not routed based on the predefined rule.
17. The method of claim 11 , further comprising:
receiving a second inbound communication;
classifying the second inbound communication, wherein the second inbound communication is classified based on feedback from first inbound communication;
in response to classifying the second inbound communication, routing the second inbound communication differently from the first inbound communication.
18. The method of claim 11 , wherein the feedback from one or more prior inbound communications comprises at least one of: identifying a matching skillset, providing one or more keywords associated an individual prior communication, identifying if the individual prior communication was transferred, identifying a dropped chat communication, identifying a dropped voice communication, identifying a dropped video communication, identifying a non-response to an email, and capturing a summary of the individual prior communication.
19. The method of claim 11 , wherein the first inbound communication is a text-based communication and wherein the classification of the first inbound communication is classified based on a text of the text-based communication and the feedback from one or more prior inbound communications.
20. A system comprising:
a microprocessor; and
a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to:
receive an inbound communication from a user;
classify the inbound communication, wherein the inbound communication is classified based on feedback from one or more prior inbound communications;
in response to classifying the inbound communication, route the inbound communication; and
receive new feedback from at least one agent, the new feedback including information about whether the inbound communication was assigned to an agent with a correct skillset for addressing the inbound communication.