Context based channel switchover
The present disclosure provides, among other things, methods and systems of managing a first channel, including: receiving a request for a communication session on the first channel; determining that a monitored attribute of the communication session has met a first threshold; comparing, by a channel change analysis, a first performance measure of the first channel with a second performance measure of a second channel; and managing a channel change based on the determining and the channel change analysis.
1. A method of managing a first channel, the method comprising:
receiving a request for a communication session on the first channel;
determining that an attribute of the communication session has met a first threshold;
comparing, by a channel change analysis, a first performance measure of the first channel with a second performance measure of a second channel;
managing a channel change based on the determining and the channel change analysis; and
sending, prior to the communication session being connected on the first channel and after the request for the communication session on the first channel has been received, a suggestion as part of managing the channel change that suggests the communication session change from the first channel to the second channel.
2. The method of claim 1 , wherein the managing comprises sending a suggestion to execute the channel change.
3. The method of claim 1 , wherein the first performance measure comprises the attribute.
4. The method of claim 1 , wherein the attribute is a sentiment.
5. The method of claim 4 , wherein the communication session is between a customer and an agent of a contact center, and wherein the sentiment is a customer sentiment.
6. The method of claim 1 , wherein the suggestion is sent as a link to the second channel.
7. The method of claim 1 , further comprising receiving a confirmation to change the first channel to the second channel.
8. The method of claim 1 , further comprising receiving a rejection of the channel change comprising instructions to not change the first channel to the second channel.
9. The method of claim 1 , further comprising:
storing a result of the channel change analysis in a database comprising channel change information;
enabling a machine learning process to analyze the database; and
updating a data model used to automatically determine channel change management based on the channel change analysis of the machine learning process.
10. The method of claim 9 , wherein the data model is used to classify channel changes, and further comprising managing a second channel change related to the first channel based on the classification.
11. The method of claim 9 , wherein the machine learning process performs an analysis of a sentiment contained in the communication session.
12. A communication system, comprising:
a processor; and
computer memory storing data thereon that enables the processor to:
receive a request for a communication session on a first channel;
determine that an attribute of the communication session has met a first threshold;
compare, by a channel change analysis, a first performance measure of the first channel with a second performance measure of a second channel;
manage a channel change based on the determining and the channel change analysis; and
sending, prior to the communication session being connected on the first channel and after the request for the communication session on the first channel has been received, a suggestion as part of managing the channel change that suggests the communication session change from the first channel to the second channel.
13. The communication system of claim 12 , wherein the processor is further enabled to send a suggestion to execute the channel change.
14. The communication system of claim 12 , wherein an agent of a contact center is participating in the communication session, and wherein the attribute is a customer sentiment.
15. The communication system of claim 12 , wherein the processor is further enabled to change the first channel to the second channel.
16. The communication system of claim 12 , wherein the processor is further enabled to provide a heads-up chat template to an agent associated with the second channel.
17. The communication system of claim 12 , wherein the processor is further enabled to:
store a result of the channel change analysis in a database comprising channel change information;
enable a machine learning process to analyze the database; and
update a data model used to automatically determine channel change management based on the channel change nalysis of the machine learning process.
18. A contact center, comprising:
a server comprising a processor and a channel change engine that is executable by the processor and that enables the processor to:
receive a request for a communication session on a first channel;
determine that an attribute of the communication session has met a first threshold;
compare, by a channel change analysis, a first performance measure of the first channel with a second performance measure of a second channel;
manage a channel change based on the determining and the channel change analysis; and
sending, prior to the communication session being connected on the first channel and after the request for the communication session on the first channel has been received, a suggestion as part of managing the channel change that suggests the communication session change from the first channel to the second channel.
19. The contact center of claim 18 , wherein the processor is further enabled to send a suggestion to execute the channel change.
20. The contact center of claim 18 , wherein the first performance measure comprises the attribute.