System and method enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory digital-channel type

1. A computerized-method for enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory digital-channel type, the computerized-method comprising:

in a computerized system comprising one or more processors, a data store of abandoned inbound-interactions; and a memory to store the data store, said one or more processors are operating an Abandoned Interactions Input Utilization (AIIU) module, said AIIU module comprising:

(a) operating an accumulator module to: (i) retrieve abandoned inbound-interactions from the data store of abandoned inbound-interactions and (ii) forward details of the abandoned inbound-interactions to an analyzer module;

(b) for each abandoned inbound-interaction of the abandoned inbound-interactions,

a. operating the analyzer module on the forwarded details of abandoned inbound-interactions to: (i) extract query context and metadata; and (ii) identify a satisfactory digital-channel type;

b. operating a processor module to: (i) identify an agent having skills to handle the extracted query and (ii) prepare a task based on the extracted query context and metadata and the identified satisfactory digital-channel type; and

(c) sending the task to a routing system to be assigned to the identified agent for operation thereof via the identified satisfactory digital-channel type.

2. The computerized-method of claim 1 , wherein the analyzer module is identifying the satisfactory digital-channel-type by: (i) retrieving one or more digital-channel preferences of a customer related to the abandoned inbound-interaction from a data store of customer presence on digital-channels:

(ii) retrieving data of interactions having the query context of the abandoned inbound-interaction to extract one of more digital-Channel types thereof from a data store of historical-interactions; (iii) comparing the one or more digital-channel preferences of the customer and the extracted one or more digital-channel types to yield a list of common digital-channel types; and (iv) identifying a digital-channel type of an interaction having a highest Customer Satisfaction Score (CSAT) and a digital-channel type in the yielded list of common digital-channel types, in the retrieved data of interactions having the query context of the abandoned inbound-interaction as the satisfactory digital-channel type.

3. The computerized-method of claim 1 , wherein the details of the abandoned inbound-interactions are stored in the data store of abandoned inbound-interactions as part of a process of: (i) inbound Interactive Voice Response (IVR) interaction or (ii) inbound chat-interaction with a hot.

4. The computerized-method of claim 1 . wherein the accumulator module removes abandoned inbound-interactions which lack a preconfigured required-input in the details abandoned inbound-interactions before the accumulator module forwards the details of the abandoned inbound-interactions to the analyzer module.

5. The computerized-method of claim 1 , wherein the details of the abandoned inbound-interactions are forwarded by using a file format of: JavaScript Object Notation (JSON) or an Extensible Markup Language (XML).

6. The computerized-method of claim 1 , wherein a task includes at least two of: (i) query context; (ii) customer details; (iii) digital channel type; (iv) preferred contact time; and (v) priority.

7. The computerized-method of claim 1 , wherein When the computerized-method is operating in a cloud computing environment, before operating the Anti module the computerized-method is further comprising selecting a tenant from a data store of tenants to operate the ATM module for abandoned interactions of the selected tenant.

8. The computerized-method of claim 1 , wherein the AIIU module is operating every preconfigured duty cycle.

9. A computerized-system for enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory digital-channel type, the computerized- system comprising:

one or more processors,

a data store of abandoned inbound-interactions; and

a memory to store the data store,

said one or more processors are configured to operate an Abandoned Interactions Input Utilization (AIIU) module, said AIIU module comprising:

(a) operating an accumulator module to: ( 1 ) retrieve abandoned inbound-interactions from the data store of abandoned inbound-interactions and (ii) forward details of the abandoned inbound-interactions to an analyzer module;

(b) for each abandoned inbound-interaction of the abandoned inbound-interactions,

a. operating the analyzer module on the forwarded details of abandoned inbound-interactions to: (i) extract query context and metadata; and (ii) identify a satisfactory digital-channel type;

b. operating a processor module to: (i) identify an agent having skills to handle the extracted query and (ii) prepare a task based on the extracted query context and metadata and the identified satisfactory digital-channel type; and

(c) sending the task to a routing system to be assigned to the identified agent for operation thereof via the identified satisfactory digital-channel.