System and method for redirecting inbound-voice-interactions to digital channels in a contact center

1. A computerized-method for redirecting inbound-voice-interactions to digital channels in a contact center, the computerized-method comprising:

(i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue,

wherein said digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue;

(ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and

(iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold,

wherein the digital-medium-transition-quotient is calculated by formula I:

digital-medium-transition-quotient∝digital skill tuple*interaction tuple*customer tuple   (I)

whereby:

interaction tuple is calculated by formula II:

interaction tuple={wait time, interaction context}=Π i−1 n (Interaction tuple) i   (II)

whereby:

n is a number of parameters,

wait time is a length of time an inbound-interaction has to wait in an interaction queue before an agent answers the inbound-interaction,

interaction context is a boolean parameter that indicates if there is data related to the inbound-interaction, it's value is ‘1’ when there is data and ‘0’ otherwise,

customer tuple is calculated by formula III:

customer tuple={customer sentiment, customer segment, customer abandonment rate, customer ticket history, customer history on digital channels}=Π i−1 n (Customer Touple) i   (III)

whereby:

n is a number of parameters,

customer sentiment is a score of last inbound-voice-interaction responded in the contact center,

customer segment is a customer priority,

customer abandonment rate is a percentage of customer inbound-voice-interactions which have been abandoned from the inbound-queue during a preconfigured period,

customer ticket history is a number of times the customer has approached the contact center to resolve the customer issue of the inbound-voice-interaction,

customer history on digital channels is a level of success of previous customer inbound- voice-interactions,

digital skill tuple is calculated by formula IV:

Digital

⁢

skill

⁢

Tuple

=

{

1

;

relevant

⁢

agents

⁢

skills

⁢

available

0

;

otherwise

(

IV

)

whereby:

relevant agents skills available indicates if there are available agents having relevant skills to the interaction context.

2. The computerized-method of claim 1 , wherein the customer-preference is determined by a customer-identity-mapper module, said customer-identity-mapper module comprising retrieving customer-preference from a file management system.

3. The computerized-method of claim 2 , wherein when there is no information as to customer preferences, operating a notification module, said notification module comprising: (i) sending a preference-selection message to the customer via a communication digital channel; and (ii) receiving from the customer a selected customer-preference of digital-communication-channel.

4. The computerized-method of claim 1 , wherein the computerized-method is further comprising operating a gamification module.

5. The computerized-method of claim 4 , wherein said gamification module comprising: (i) adding a preconfigure number of points to a customer for a redirected voice-inbound-interaction to be stored in a redirection-data-points database; (ii) comparing a number of points of the customer to a preconfigured threshold to send a reward to the customer when the number of points is above the preconfigured threshold.

6. The computerized-method of claim 1 , wherein the computerized-method is further comprising generating a report upon user selection via a Graphical User Interface (GUI) associated to a user dashboard application to be presented on a user dashboard via a display unit.

7. The computerized-method of claim 6 , wherein said generated report includes at least one of: (i) number of voice-interactions redirected to a digital channel in a preconfigured period; (ii) percentage of redirected voice interactions to total inbound interactions during the preconfigured period; (iii) skillset associated to the determined digital-communication-channel.

8. The computerized-method of claim 1 , wherein a forwarded inbound-voice-interaction an ACD system to be carried-out by an agent via the determined digital-communication-channel is tagged as ‘redirected to digital channel’ in a file management system.

9. A computerized-system for redirecting inbound-voice-interactions to digital channels in a contact center, the computerized-system comprising:

one or more processors;

a memory to store one or more databases thereon,

for each inbound-voice-interaction of a customer in an inbound-queue, said one or more processors are configured to:

(i) operate a digital-qualifier module to determine a digital-medium-transition-quotient,

wherein said digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue;

(ii) operate an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and

(iii) forward the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold,

wherein the digital-medium-transition-quotient is calculated by formula I:

digital-medium-transition-quotient∝digital skill tuple*interaction tuple*customer tuple   (I)

whereby:

interaction tuple is calculated by formula II:

interaction tuple={wait time, interaction context}=Π i−1 n (Interaction tuple) i   (II)

whereby:

n is a number of parameters.

wait time is a length of time an inbound-interaction has to wait in an interaction queue before an agent answers the inbound-interaction,

interaction context is a boolean parameter that indicates if there is data related to the inbound-interaction, it's value is ‘1’ when there is data and ‘0’ otherwise,

customer tuple is calculated by formula III:

customer tuple={customer sentiment, customer segment, customer abandonment rate, customer ticket history, customer history on digital channels}=Π i−1 n (Customer Touple) i   (III)

whereby:

n is a number of parameters,

customer sentiment is a score of last inbound-voice-interaction responded in the contact center,

customer segment is a customer priority,

customer abandonment rate is a percentage of customer inbound-voice-interactions which have been abandoned from the inbound-queue during a preconfigured period,

customer ticket history is a number of times the customer has approached the contact center to resolve the customer issue of the inbound-voice-interaction,

customer history on digital channels is a level of success of previous customer inbound-voice-interactions,

digital skill tuple is calculated by formula IV:

Digital

⁢

skill

⁢

Tuple

=

{

1

;

relevant

⁢

agents

⁢

skills

⁢

available

0

;

otherwise

(

IV

)

whereby:

relevant agents skills available indicates if there are available agents having relevant skills to the interaction context.