SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS IN AN ENTERPRISE

1 . A computer-implemented method for managing customer interactions in an enterprise, the method comprising:

determining, by a computer system of the enterprise, at least one objective of an incoming call request from a customer of the enterprise;

establishing, by the computer system of the enterprise, an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective;

allocating, by the computer system of the enterprise, the plurality of agents to the on-going customer communication session based on the determined at least one objective;

monitoring, by the computer system of the enterprise, the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session; and

automatically changing, by the computer system of the enterprise, a number of the plurality of agents allocated to the on-going customer communication session based on the determined one or more attributes associated with the on-going customer communication session.

2 . The computer-implemented method of claim 1 , wherein the at least one objective is determined via at least one of a speech analysis system, an image analysis system, or a text analysis system.

3 . The computer-implemented method of claim 1 , wherein the plurality of agents comprise at least one human agent.

4 . The computer-implemented method of claim 3 , wherein the determined one or more attributes comprises an emotion of the customer, an emotion of the at least one human agent, or both.

5 . The computer-implemented method of claim 4 , wherein the emotion of the customer is determined via at least one of a speech analysis system, an image analysis system, or a text analysis system.

6 . The computer-implemented method of claim 1 , wherein automatically changing the number of the plurality of agents allocated to the on-going customer communication session comprises adding an additional human agent.

7 . The computer-implemented method of claim 1 , wherein the plurality of agents comprise at least two human agents, and

wherein automatically changing the number of the one or more agents allocated to the on-going customer communication session comprises de-allocating one of the at least two human agents.

8 . The computer-implemented method of claim 1 , wherein the on-going communication session is a conference session comprising at least one of an audio conference session, a video conference session, or a text conference session.

9 . The computer-implemented method of claim 8 , wherein allocating the plurality of agents to the on-going customer communication session based on the determined at least one objective comprises connecting a communication device associated with at least one human agent to the conference session.

10 . The computer-implemented method of claim 1 , wherein the plurality of agents comprises at least one automated resource of the enterprise.

11 . A system for managing customer interactions in an enterprise, comprising:

a processor;

a storage device in communication with the processor and storing executable instructions, the executable instructions when executed by the processor cause the processor to:

determine at least one objective of an incoming call request from a customer of the enterprise;

establish an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective;

allocate the plurality of agents to the on-going customer communication session based on the determined at least one objective;

monitor the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session; and

automatically change a number of the plurality of agents allocated to the on-going customer communication session based on the determined one or more attributes associated with the on-going customer communication session.

12 . The system of claim 11 , wherein the at least one objective is determined via at least one of a speech analysis system, an image analysis system, or a text analysis system.

13 . The system of claim 11 , wherein the plurality of agents comprise at least one human agent.

14 . The system of claim 13 , wherein the determined one or more attributes comprises an emotion of the customer, an emotion of the at least one human agent, or both.

15 . The system of claim 14 , wherein the emotion of the customer is determined via at least one of a speech analysis system, an image analysis system, or a text analysis system.

16 . The system of claim 11 , wherein automatically changing the number of the plurality of agents allocated to the on-going customer communication session comprises adding an additional human agent.

17 . The system of claim 11 , wherein the plurality of agents comprise at least two human agents, and

wherein automatically changing the number of the one or more agents allocated to the on-going customer communication session comprises de-allocating one of the at least two human agents.

18 . The system of claim 11 , wherein the on-going communication session is a conference session comprising at least one of an audio conference session, a video conference session, or a text conference session.

19 . The system of claim 18 , wherein allocating the plurality of agents to the on-going customer communication session based on the determined at least one objective comprises connecting a communication device associated with at least one human agent to the conference session.

20 . The system of claim 11 , wherein the plurality of agents comprises at least one automated resource of the enterprise.