Measuring cognitive capabilities of automated resources and related management thereof in contact centers

1. A system for managing automated resources within a contact center, the automated resources comprising a plurality of bots, the bots configured to perform a plurality of engagement scenarios via a plurality of communication channels, the system comprising:

a hardware processor; and

a machine-readable storage medium on which is stored instructions that cause the hardware processor to execute the steps of:

calculating a channel robotic intelligence quotient (hereinafter “channel RIQ”) score for a first bot of the plurality of bots in relation to a first communication channel of the plurality of communication channels; and

using the channel RIQ score of the first bot to modify a manner in which the first bot is deployed by the contact center to handle interactions with customers;

wherein the step of calculating the channel RIQ score for the first bot comprises a first process that includes the steps of:

identifying a first engagement scenario of the plurality of engagement scenarios that the first bot is able to perform via the first communication channel, wherein the first engagement scenario comprises a functional role and tasks related thereto for satisfying one or more predetermined objectives;

identifying target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel;

collecting performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel;

calculating the channel RIQ score for the first bot by comparing:

the performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel; and

the target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel.

2. The system of claim 1 , wherein the first process further comprises the step of:

identifying a performance standard related to humans performing the tasks of the first engagement scenario via the first communication channel;

wherein the step of calculating the channel RIQ score for the first bot comprises basing, at least in part, the channel RIQ score on a comparison between:

the performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel; and

the performance standard relating to the human performing the tasks of the first engagement scenario via the first communication channel.

3. The system of claim 2 , wherein the performance standard related to the humans comprises a range that is configured about a middle value embedded within the range that represents performance equivalent to a human of average ability such that:

a first subrange defined to a first side of the middle value that represents performance below that of the human of average ability; and

a second subrange defined to a second side of the middle value that represents performance above that of the human of average ability.

4. The system of claim 1 , wherein the step of using the channel RIQ score to modify the manner in which the first bot is deployed comprises:

using the channel RIQ score to determine that the first bot is less proficient in a first functional area related to a first one of the tasks than a second functional area related to a second one of the tasks;

based on the determined relative proficiencies of the first bot in the first and second functional areas, generating a development plan for the first bot in which the first functional area is prioritized for additional development over the second functional area; and

issuing a communication to a user within the contact center recommending that the development plan.

5. The system of claim 1 , wherein the plurality of bots comprises a second bot, and wherein the second bot comprises a channel RIQ score for the first communication channel;

wherein step of using the channel RIQ score of the first bot to modify the manner in which the first bot is deployed comprises:

comparing the channel RIQ score of the first bot to the channel RIQ score of the second bot;

given the comparison of the channel RIQ scores, generating a development plan related to the first communication channel that prioritizes one of the first or second bots based on which of the first or second bots had the better of the channel RIQ score;

issuing a communication to a user within the contact center recommending the development plan.

6. The system of claim 1 , wherein the plurality of bots comprises a second bot, and wherein the second bot comprises a channel RIQ score for the first communication channel;

wherein step of using the channel RIQ score of the first bot to modify the manner in which the first bot is deployed comprises:

comparing the channel RIQ score of the first bot to the channel RIQ score of the second bot; and

based on the comparison of the channel RIQ scores, modifying a routing process by increasing or decreasing a likelihood that incoming interactions on the first communication channel are routed to the first bot instead of the second bot.

7. The system of claim 1 , wherein the target bot capabilities comprise desired proficiency levels related to cognitive functionality for performing the tasks of the first engagement scenario via the first communication channel; and

wherein the channel RIQ score is defined as a measure of bot cognitive capabilities in relation to performing the tasks of the first engagement scenario via the first communication channel.

8. A computer-implemented method of managing automated resources within a contact center, the automated resources comprising a plurality of bots, the bots being configured to perform a plurality of engagement scenarios via a plurality of communication channels, the method comprising:

calculating one or more robotic intelligence quotient (hereinafter “RIQ”) scores for a first bot of the plurality of bots, each of the one or more RIQ scores comprising a measure of bot cognitive capabilities; and

using the one or more RIQ scores of the first bot to modify a manner in which the first bot is deployed by the contact center to handle interactions with customers;

wherein calculating the one or more RIQ scores for the first bot comprises:

identifying a first engagement scenario of the plurality of engagement scenarios that the first bot is able to perform via first and second communication channels of the plurality of communication channels, wherein the first engagement scenario comprises a functional role and tasks related thereto for satisfying one or more predetermined objectives;

identifying:

target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel; and

target bot capabilities for performing the tasks of the first engagement scenario via the second communication channel;

collecting:

performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel; and

performance data related to the first bot performing the tasks of the first engagement scenario via the second communication channel;

calculating a first one of the one or more RIQ scores as a channel RIQ score related to the first communication channel (hereinafter “first channel RIQ score”) by comparing:

the target bot capabilities for performing the tasks of the first engagement scenario via the first communication channel; and

the performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel;

calculating a second one of the one or more RIQ scores as a channel RIQ score related to the second communication channel (hereinafter “second channel RIQ score”) by comparing:

the target bot capabilities for performing the tasks of the first engagement scenario via the second communication channel and

the performance data related to the first bot performing the tasks of the first engagement scenario via the second communication channel.

9. The method of claim 8 , wherein step of using the one or more RIQ scores of the first bot to modify the manner in which the first bot is deployed comprises:

comparing the first channel RIQ score to the second channel RIQ score; and

based on the comparison of the first and second channel RIQ scores, modifying a routing process by increasing or decreasing a likelihood that incoming interactions on the first communication channel are routed to the first bot instead of incoming interactions on the second communication channel.

10. The method of claim 8 , wherein step of using the one or more RIQ scores of the first bot to modify the manner in which the first bot is deployed comprises:

comparing the first channel RIQ score to the second channel RIQ score;

generating a development plan related to the first bot that prioritizes development in relation to one of the first or second communication channels based on which of the first channel or second channel RIQ scores the comparison shows to be better; and

issuing a communication to a user within the contact center recommending the development plan.

11. The method of claim 8 , wherein calculating the one or more RIQ scores for the first bot comprises:

calculating a third one of the one or more RIQ scores as an overall RIQ score by mathematically combining the first channel RIQ score and the second channel RIQ.

12. The method of claim 11 , wherein the plurality of bots comprises a second bot, and wherein the second bot comprises an overall RIQ score for the first and second communication channels;

wherein step of using the one or more RIQ scores of the first bot to modify the manner in which the first bot is deployed comprises:

comparing the overall RIQ score of the first bot to the overall RIQ score of the second bot;

given the comparison of the overall RIQ scores, generating a development plan that prioritizes one of the first or second bots based on which of the first or second bots had the better of the overall RIQ scores;

issuing a communication to a user within the contact center recommending the development plan.

13. The method of claim 11 , wherein the plurality of bots comprises a second bot, and wherein the second bot comprises an overall RIQ score for the first and second communication channels;

wherein step of using the one or more RIQ scores of the first bot to modify the manner in which the first bot is deployed comprises:

comparing the overall RIQ score of the first bot to the overall RIQ score of the second bot; and

based on the comparison of the overall RIQ scores, modifying a routing process by increasing or decreasing a likelihood that incoming interactions on the first and second communication channels are routed to the first bot instead of the second bot.

14. The method of claim 11 , wherein the target bot capabilities comprise desired proficiency levels related to cognitive functionality for performing the tasks of the first engagement scenario for a given one of the plurality of communication channels.

15. A computer-implemented method of managing automated resources within a contact center, the automated resources comprising a plurality of bots, the bots being configured to perform a plurality of engagement scenarios via a plurality of communication channels, the method comprising:

calculating one or more robotic intelligence quotient (hereinafter “RIQ”) scores for a first bot of the plurality of bots, each of the one or more RIQ scores comprising a measure of bot cognitive capabilities; and

using the one or more RIQ scores of the first bot to modify a manner in which the first bot is deployed by the contact center to handle interactions with customers;

wherein calculating the one or more RIQ scores for the first bot comprises:

identifying a first engagement scenario of the plurality of engagement scenarios that the first bot is able to perform via first and second communication channels of the plurality of communication channels, wherein the first engagement scenario comprises a functional role and tasks related thereto for satisfying one or more predetermined objectives;

collecting:

performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel; and

performance data related to the first bot performing the tasks of the first engagement scenario via the second communication channel;

collecting:

performance data related to humans performing the tasks of the first engagement scenario via the first communication channel; and

performance data related to humans performing the tasks of the first engagement scenario via the second communication channel;

calculating a first one of the one or more RIQ scores as a channel RIQ score related to the first communication channel (hereinafter “first channel RIQ score”) by comparing:

the performance data related to the first bot performing the tasks of the first engagement scenario via the first communication channel; and

the performance data related to the humans performing the tasks of the first engagement scenario via the first communication channel;

calculating a second one of the one or more RIQ scores as a channel RIQ score related to the second communication channel (hereinafter “second channel RIQ score”) by comparing:

the performance data related to the first bot performing the tasks of the first engagement scenario via the second communication channel; and

the standard relating to human performance of the tasks of the first engagement scenario via the second communication channel.

16. The method of claim 15 , wherein step of using the one or more RIQ scores of the first bot to modify the manner in which the first bot is deployed comprises:

comparing the first channel RIQ score to the second channel RIQ score; and

based on the comparison of the first and second channel RIQ scores, modifying a routing process by increasing or decreasing a likelihood that incoming interactions on the first communication channel are routed to the first bot instead of incoming interactions on the second communication channel.

17. The method of claim 15 , wherein step of using the one or more RIQ scores of the first bot to modify the manner in which the first bot is deployed comprises:

comparing the first channel RIQ score to the second channel RIQ score;

generating a development plan related to the first bot that prioritizes development in relation to one of the first or second communication channels based on which of the first channel or second channel RIQ scores the comparison shows to be better; and

issuing a communication to a user within the contact center recommending the development plan.

18. The method of claim 15 , wherein calculating the one or more RIQ scores for the first bot comprises:

calculating a third one of the one or more RIQ scores as an overall RIQ score by mathematically combining the first channel RIQ score and the second channel RIQ.

19. The method of claim 18 , wherein the plurality of bots comprises a second bot, and wherein the second bot comprises an overall RIQ score for the first and second communication channels;

wherein step of using the one or more RIQ scores of the first bot to modify the manner in which the first bot is deployed comprises:

comparing the overall RIQ score of the first bot to the overall RIQ score of the second bot; and

based on the comparison of the overall RIQ scores, modifying a routing process by increasing or decreasing a likelihood that incoming interactions on the first and second communication channels are routed to the first bot instead of the second bot.

20. The method of claim 18 , wherein the plurality of bots comprises a second bot, and wherein the second bot comprises an overall RIQ score for the first and second communication channels;

wherein step of using the one or more RIQ scores of the first bot to modify the manner in which the first bot is deployed comprises:

comparing the overall RIQ score of the first bot to the overall RIQ score of the second bot;

given the comparison of the overall RIQ scores, generating a development plan that prioritizes one of the first or second bots based on which of the first or second bots had the better of the overall RIQ scores;

issuing a communication to a user within the contact center recommending the development plan.