Systems and methods for managing interaction invitations
The present disclosure relates generally to facilitating routing of communications. One example includes a communication server determining capacities associated with a terminal devices based on workloads for agents associated with the terminal devices. Historical acceptance data is accessed for past interaction invitations to user devices associated with one or more criteria. Current data is then used to determine available interactions and to facilitate interactions using interaction invitations based on the historical data and the current number of available interactions.
1. A computer-implemented method comprising:
modeling capacities for a two-way communication system, wherein the capacities are associated with workloads for agents associated with a plurality of terminal devices;
identifying a set of system goals;
accessing current data for current user devices which are currently active in a network to determine a current number of available interactions, wherein the current data includes associations between the current user devices and response criteria associated with an acceptance rate, and wherein the acceptance rate is based on a historical rejection rate;
dynamically determining that the current number of available interactions is less than a number of the current user devices, wherein determining includes providing the capacities and the response criteria to a machine learning system trained using the historical rejection rate, wherein the machine learning system includes one or more neural networks trained to match a value for the current number of available interactions and a likelihood of acceptance for the current user devices;
selecting a subset of the current user devices based on the set of system goals and the match of the value and the likelihood of acceptance from the one or more neural networks of the machine learning system;
transmitting interaction requests based on the match of the value and the likelihood of acceptance;
receiving communication responses to the interaction requests, wherein when the communication responses are received from a subset of the current user devices.
2. The computer-implemented method of claim 1 , further comprising transmitting additional interaction requests to additional devices of the current user devices not selected in the subset of the current user devices as one or more of the subset of the current user devices fails to respond to an associated interaction request within a delay time threshold.
3. The computer-implemented method of claim 1 , further comprising:
determining that one or more of the interaction requests are associated with corresponding delays larger than a delay threshold;
generating updated current data for an updated set of user devices;
selecting a subset of the updated set of user devices, wherein the subset of the updated set of user devices includes one or more of the current user devices not included in the subset of the current user devices; and
transmitting second interaction requests to the subset of the updated set of user devices.
4. The computer-implemented method of claim 1 , further comprising:
determining that one or more of the interaction requests are associated with corresponding delays larger than a delay threshold;
determining updated capacities for the plurality of terminal devices;
generating updated current data for an updated set of user devices; and
modelling an updated acceptance rate based on the one or more of the interaction requests associated with the corresponding delays larger than the delay threshold.
5. The computer-implemented method of claim 1 , wherein the current data includes real-time data gathered via the network for the current user devices in the network available to receive a targeted interaction invitation.
6. A device comprising:
a memory; and
one or more processors coupled to the memory, the one or more processors configured to perform operations comprising:
modeling capacities for a two-way communication system, wherein the capacities are associated with workloads for agents associated with a plurality of terminal devices;
identifying a set of system goals;
accessing current data for current user devices which are currently active in a network to determine a current number of available interactions, wherein the current data includes associations between the current user devices and response criteria associated with an acceptance rate, and wherein the acceptance rate is based on a historical rejection rate;
dynamically determining that the current number of available interactions is less than a number of the current user devices, wherein determining includes providing the capacities and the response criteria to a machine learning system trained using the historical rejection rate, wherein the machine learning system includes one or more neural networks trained to match a value for the current number of available interactions and a likelihood of acceptance for the current user devices;
selecting a subset of the current user devices based on the set of system goals and the match of the value and the likelihood of acceptance from the one or more neural networks of the machine learning system;
transmitting interaction requests based on the match of the value and the likelihood of acceptance;
receiving communication responses to the interaction requests, wherein when the communication responses are received from a subset of the current user devices.
7. The device of claim 6 , wherein the one or more processors are further configured to perform operations comprising transmitting additional interaction requests to additional devices of the current user devices not selected in the subset of the current user devices as one or more of the subset of the current user devices fails to respond to an associated interaction request within a delay time threshold.
8. The device of claim 6 , wherein the one or more processors are further configured to perform operations comprising:
determining that one or more of the interaction requests are associated with corresponding delays larger than a delay threshold;
generating updated current data for an updated set of user devices;
selecting a subset of the updated set of user devices, wherein the subset of the updated set of user devices includes one or more of the current user devices not included in the subset of the current user devices; and
transmitting second interaction requests to the subset of the updated set of user devices.
9. The device of claim 6 , wherein the one or more processors are further configured to perform operations comprising:
determining that one or more of the interaction requests are associated with corresponding delays larger than a delay threshold;
determining updated capacities for the plurality of terminal devices;
generating updated current data for an updated set of user devices; and
modelling an updated acceptance rate based on the one or more of the interaction requests associated with the corresponding delays larger than the delay threshold.
10. The device of claim 6 , wherein the current data includes real-time data gathered via the network for the current user devices in the network available to receive a targeted interaction invitation.
11. A non-transitory computer readable storage medium comprising instructions that, when executed by one or more processors of a device, cause the device to perform operations comprising:
modeling capacities for a two-way communication system, wherein the capacities are associated with workloads for agents associated with a plurality of terminal devices;
identifying a set of system goals;
accessing current data for current user devices which are currently active in a network to determine a current number of available interactions, wherein the current data includes associations between the current user devices and response criteria associated with an acceptance rate, and wherein the acceptance rate is based on a historical rejection rate;
dynamically determining that the current number of available interactions is less than a number of the current user devices, wherein determining includes providing the capacities and the response criteria to a machine learning system trained using the historical rejection rate, wherein the machine learning system includes one or more neural networks trained to match a value for the current number of available interactions and a likelihood of acceptance for the current user devices;
selecting a subset of the current user devices based on the set of system goals and the match of the value and the likelihood of acceptance from the one or more neural networks of the machine learning system;
transmitting interaction requests based on the match of the value and the likelihood of acceptance;
receiving communication responses to the interaction requests, wherein when the communication responses are received from a subset of the current user devices.
12. The non-transitory computer readable storage medium of claim 11 , wherein the instructions further cause the device to perform operations comprising transmitting additional interaction requests to additional devices of the current user devices not selected in the subset of the current user devices as one or more of the subset of the current user devices fails to respond to an associated interaction request within a delay time threshold.
13. The non-transitory computer readable storage medium of claim 11 , wherein the instructions further cause the device to perform operations comprising:
determining that one or more of the interaction requests are associated with corresponding delays larger than a delay threshold;
generating updated current data for an updated set of user devices;
selecting a subset of the updated set of user devices, wherein the subset of the updated set of user devices includes one or more of the current user devices not included in the subset of the current user devices; and
transmitting second interaction requests to the subset of the updated set of user devices.
14. The non-transitory computer readable storage medium of claim 11 , wherein the instructions further cause the device to perform operations comprising:
determining that one or more of the interaction requests are associated with corresponding delays larger than a delay threshold;
determining updated capacities for the plurality of terminal devices;
generating updated current data for an updated set of user devices; and
modelling an updated acceptance rate based on the one or more of the interaction requests associated with the corresponding delays larger than the delay threshold.
15. The non-transitory computer readable storage medium of claim 11 , wherein the current data includes real-time data gathered via the network for the current user devices in the network available to receive a targeted interaction invitation.