Systems and methods for communication routing
Apparatus and methods consistent with the present disclosure route electronic communications to an appropriate resource that can efficiently and effectively provide responses to inquires included in or that are associated with a particular electronic communication. Methods and apparatus consistent with the present disclosure may be optimized for various different types of communication mediums with different sets of capabilities, requirements, or constraints by evaluating data that may be associated with historical information or with a stream of information.
1. A method for routing voice information, the method comprising:
receiving, via a computer network, by a processor of an intake processing system, a request from a computing device associated with a requestor that is associated with a first type of communication channel;
receiving, by the processor of the intake processing system, information included in a set of communications with the requestor computing device, the information comprising voice data associated with a human agent, and transmitting, by the processor of the intake processing system, the voice data to an augmented intelligence system;
extracting, by a processor of the augmented intelligence system, from the voice data, metrics comprising one or more from the group consisting of pitch, tone, spoken pace, and vocal effort;
calculating, by the processor of the augmented intelligence system, from the metrics, an emotional exhaustion score associated with the human agent;
identifying, by the processor of the augmented intelligence system, that the emotional exhaustion score has at least met an emotional exhaustion threshold;
identifying, by the processor of the augmented intelligence system, an action based on the emotional exhaustion score at least meeting the exhaustions threshold;
transmitting, by the processor of the augmented intelligence system, the metrics and data associated with the action to a graphical user interface of a supervisor user; and
displaying, on the graphical user interface, in real time, the metrics and data associated with the action.
2. The method of claim 1 , wherein the method further comprises collecting communication information associated with communications between the requestor computing device and the human agent computing device.
3. The method of claim 2 , wherein the information comprises video information associated with the human agent.
4. The method of claim 2 , further comprising identifying that the performance of the human agent is consistent with an event in a reward trigger list, wherein the human agent is provided with the reward based on the identification that the performance of the human agent is consistent with the event.
5. The method of claim 2 , further comprising:
identifying that the performance of the human agent is consistent with a correlation threshold related to a human performance factor; and
storing information associated with the performance of the human agent in a database based on the identification that the performance of the human agent is consistent with the correlation threshold.
6. The method of claim 1 , further comprising sending advice messages to the human agent computing device.
7. The method of claim 1 , comprising displaying, on the graphical user interface, in real time, a graphical analysis of at least one of the group consisting of call center stressors, threshold for resilience factors, a metric for emotional exhaustion, and a notification for stress-reducing organizational change.
8. A non-transitory computer-readable storage medium having embodied thereon a program executable by a processor for routing voice information to perform operations comprising:
receiving, via a computer network, by a processor of an intake processing system, a request from a computing device associated with a requestor that is associated with a first type of communication channel;
receiving, by the processor of the intake processing system, information included in a set of communications with the requestor computing device, the information comprising voice data associated with a human agent, and transmitting, by the processor of the intake processing system, the voice data to an augmented intelligence system;
extracting, by a processor of the augmented intelligence system, from the voice data, metrics comprising one or more from the group consisting of pitch, tone, spoken pace, and vocal effort;
calculating, by the processor of the augmented intelligence system, from the metrics, an emotional exhaustion score associated with the human agent;
identifying, by the processor of the augmented intelligence system, that the emotional exhaustion score has at least met an emotional exhaustion threshold; and
identifying, by the processor of the augmented intelligence system, an action based on the emotional exhaustion score at least meeting the exhaustions threshold;
transmitting, by the processor of the augmented intelligence system, the metrics and data associated with the action to a graphical user interface of a supervisor user; and
displaying, on the graphical user interface, in real time, the metrics and data associated with the action.
9. The non-transitory computer-readable storage medium of claim 8 , wherein the program is further executable to collect communication information associated with communications between the requestor computing device and the human agent computing device.
10. The non-transitory computer-readable storage medium of claim 9 , wherein the information comprises video information associated with the human agent.
11. The non-transitory computer-readable storage medium of claim 9 , wherein the program is further executable to identify that the performance of the human agent is consistent with an event in a reward trigger list, wherein the human agent is provided with the reward based on the identification that the performance of the human agent is consistent with the event.
12. The non-transitory computer-readable storage medium of claim 9 , wherein the program is further executable to:
identify that the performance of the human agent is consistent with a correlation threshold related to a human performance factor; and
store information associated with the performance of the human agent in a database based on the identification that the performance of the human agent is consistent with the correlation threshold.
13. The non-transitory computer-readable storage medium of claim 8 , wherein the program is further executable to send advice messages to the human agent computing device.
14. An apparatus for routing voice information, the apparatus comprising:
a memory; and
a processor of an intake processing system that receives, via a computer network, a request from a computing device associated with a requestor that is associated with a first type of communication channel,
receives information included in a set of communications with the requestor computing device, the information comprising voice data associated with a human agent, and
transmits the voice data to an augmented intelligence system;
a processor of the augmented intelligence system that extracts, from the voice data, metrics comprising one or more from the group consisting of pitch, tone, spoken pace, and vocal effort,
calculates, from the metrics, an emotional exhaustion score associated with the human agent;
identifies that the emotional exhaustion score has at least met an emotional exhaustion threshold, and
identifies an action based on the emotional exhaustion score at least meeting the exhaustions threshold,
transmits the metrics and data associated with the action to a graphical user interface of a supervisor user; and
displays, on the graphical user interface, in real time, the metrics and data associated with the action.
15. The apparatus of claim 14 , wherein communication information associated with communications between the requestor computing device and the human agent computing device are collected.
16. The apparatus of claim 15 , wherein wherein the information comprises video information associated with the human agent.
17. The apparatus of claim 15 , wherein the processor executes instructions out of the memory to identify that the performance of the human agent is consistent with an event in a reward trigger list, wherein the human agent is provided with the reward based on the identification that the performance of the human agent is consistent with the event.
18. The apparatus of claim 15 , wherein the processor executes instructions out of the memory to identify that the performance of the human agent is consistent with a correlation threshold related to a human performance factor and the apparatus further comprising a database that stores information associated with the performance of the human agent.