Method for dynamically prioritizing inbound interactions in a digital multi-channel contact center
A computer-implemented method for dynamically prioritizing inbound interactions in a digital multi-channel contact center. The computer-implemented method includes for each inbound interaction via a digital channel: (i) operating an interaction analyzer module to extract one or more metadata parameters from the inbound interaction; (ii) operating a prioritization module to calculate a Digital Interaction Priority Score (DIPS) of the inbound interaction based on the one or more metadata parameters; and (iii) forwarding the DIPS to an interaction distribution module to route the inbound interaction to an agent based on the DIPS. The DIPS is periodically updated until the interaction is assigned to the agent.
1. A computer-implemented method for dynamically prioritizing inbound interactions in a digital multi-channel contact center comprising:
for each inbound interaction via a digital channel:
(i) operating an interaction analyzer module to extract one or more metadata parameters from the inbound interaction;
(ii) operating a prioritization module to calculate a Digital Interaction Priority Score (DIPS) of the inbound interaction based on the one or more metadata parameters; and
(iii) forwarding the DIPS to an interaction distribution module to route the inbound interaction to an agent based on the DIPS,
wherein the DIPS is periodically updated until the interaction is assigned to the agent.
2. The computer-implemented method of claim 1 , wherein the DIPS is presented to the agent when the inbound interaction is added the interaction-queue of the agent.
3. The computer-implemented method of claim 1 , wherein when the DIPS reaches a value that corresponds to a first related time-limit the inbound interaction is moved to be first out of the interaction-queue of the agent.
4. The computer-implemented method of claim 3 , wherein each DIPS value has a preconfigured time-limit.
5. The computer-implemented method of claim 3 , wherein the DIPS is displayed via a supervisor dashboard.
6. The computer-implemented method of claim 3 , wherein when the DIPS reaches a value that corresponds to a second related time-limit the inbound interaction is routed to another agent or to a supervisor.
7. The computer-implemented method of claim 1 , wherein the one or more metadata parameters include at least one of: (i) critical service (ii) customer behavior; (iii) potential revenue; (iv) customer value (v) interaction influence; (vi) interaction timeline; (vii) customer experience;
and (viii) one or more tags.
8. The computer-implemented method of claim 7 , wherein the DIPS is calculated by formula I:
Digital
Interaction
Priority
Score
(
DIPS
)
=
∑
(
critical
service
category
parameters
*
W
1
)
+
(
customer
behavior
category
parameters
*
W
2
)
+
(
potential
revenue
category
parameters
*
W
3
)
+
(
customer
value
category
parameters
*
W
4
)
+
(
interaction
influence
category
parameters
*
W
5
)
+
(
interaction
timeline
category
parameters
*
W
6
)
+
(
customer
experience
category
parameters
*
W
7
)
,
(
I
)
whereby:
critical service category parameter is a parameter that indicates if the inbound interaction is critical,
customer behavior category parameters are aggregation of parameters that indicates customer sentiment and emotion in the interaction,
potential revenue category parameters are parameters that indicates if the subject of the interaction is preconfigured as high net worth,
customer value category parameters are aggregation of parameters that indicates if the customer is verified customer or a highly valued customer or both,
interaction influence category parameters are aggregation of parameters that indicates influence of the interaction on social media,
interaction timeline category parameters are aggregation of parameter that indicates the timeline of the interaction and if it is nearing an operational level or service level agreement deadline,
customer experience is a parameter that indicates negative feedback or sentiment,
W1 is a first preconfigured weight,
W2 is a second preconfigured weight,
W3 is a third preconfigured weight,
W4 is a fourth preconfigured weight,
W5 is a fifth preconfigured weight,
W6 is a sixth preconfigured weight, and
W7 is a seventh preconfigured weight.
9. The computer-implemented method of claim 8 , wherein the critical service is calculated by formula II,
∏
i
=
0
n
(
Critical
Service
category
parameter
(
s
)
)
i
(
II
)
whereby:
i is a first interaction category that has been configured as related to critical service, wherein the interaction category consists of Emergency interaction parameter whose value is ‘1’ or ‘0’.
10. The computer-implemented method of claim 8 , wherein the customer value is calculated by formula III:
∏
i
=
0
n
(
Customer
Behaviour
category
parameter
(
s
)
)
i
(
III
)
whereby:
i is a second interaction category that has been configured as related to interaction sentiment and emotion,
wherein the second interaction category parameter is an aggregation of interaction sentiment value and interaction emotion value, and
wherein interaction sentiment value ranges from ‘1’-‘5’ and interaction emotion value has values from range ‘0’ to ‘20’ based on interaction emotion.
11. The computer-implemented method of claim 8 , wherein the potential revenue is calculated by formula VI:
∏
i
=
0
n
(
Potential
Revenue
category
parameter
(
(
s
)
i
(
VI
)
whereby:
i is a third interaction category that has been configured as related to potential revenue, wherein the third interaction category parameters is an aggregation of High Revenue Product or Service value and High Monetary Value parameters and their value is based on a first preconfigured mapping table.
12. The computer-implemented method of claim 8 , wherein the customer value is calculated by formula V:
∏
i
=
0
n
(
Customer
Value
category
parameter
(
s
)
)
i
(
VI
)
whereby:
i is a fourth interaction category that has been configured as related to verified customer or high value customer or both,
wherein the fourth interaction category is aggregation of verified customer value and highly valued customer value, and
wherein verified customer value is set to ‘10’ when the customer of the interaction has been identified as a verified customer and highly valued customer value is set to ‘100’ when the customer is marked as highly valued customer by the contact center.
13. The computer-implemented method of claim 8 , wherein the customer value is calculated by formula VI:
∏
i
=
0
n
(
Interaction
influence
category
parameter
(
s
)
)
i
(
VI
)
whereby:
i is a fifth interaction category that has been configured as related to interaction influence on social media, and wherein the fifth interaction category is aggregation of: followers count parameter, Influential Personality parameter, Responses Count parameter and Influencer Responses Count parameter,
followers count parameter indicates that the customer of the interaction is an influencer in social media, which is based on a second preconfigured mapping table,
influential personality parameter indicates that the customer of the interaction is an influential person, which is set based on a third preconfigured mapping table,
responses count parameter indicates the count of likes, reposts, comments received on the interaction on social media and is value is set based on:
responses count value=sentiment score of the interaction*(count of likes and retweets/reposts and comments)*0.1,
influencer responses count is a parameter that indicates the unique count of verified customers or influencers that have reverted to the social media interaction.
14. The computer-implemented method of claim 8 , wherein the interaction timeline is calculated by formula VII:
∏
i
=
0
n
(
Interaction
Timelines
category
parameters
)
i
(
VII
)
whereby:
i is a sixth interaction category that has been configured as related to interaction timeline parameters,
wherein the sixth interaction category is based on timeline of the interaction and parameters related to Operational Level Agreement (OLA) or Service Level Agreement (SLA) deadline, and
wherein the interaction timeline parameter and interaction parameters related to OLA or SLA deadline, based on a fourth preconfigured mapping table.
15. The computer-implemented method of claim 8 , wherein the customer experience is calculated by formula VIII:
∏
i
=
0
n
(
Customer
Experience
category
parameter
(
s
)
)
i
(
VIII
)
whereby:
i is a seventh interaction category that has been configured as related to customer experience, wherein the seventh interaction category parameter value is based on customer experience and its value is ‘1’ or ‘0’.
16. The computer-implemented method of claim 1 , wherein interactions in the interaction-queue are selected to be reordered based on the DIPS of the inbound interaction.