Issue resolution script generation and usage
Techniques are described for automatically creating resolution scripts. When a user contacts an agent with an issue, intent parameters associated with the user and/or the user's electronic device are collected. As the agent resolves the issue, a script engine monitors the actions taken by the agent. The script engine also locates content related to the issue which may be used to train agents about the issue. Actions taken by the agent and the located content is used to create a resolution script, which is stored and associated with the intent parameters. When a similar issue arises in the future, intent parameters from that issue can be used to match a resolution script created for the issue by matching intent parameters from the issue with intent parameters associated with the resolution script. Thus, an agent can use the resolution script to assist the agent in resolving the issue.
1. A method, comprising:
determining one or more intent parameters of a user communication;
routing the user communication to an appropriate agent by comparing the one or more intent parameters to agent profiles of multiple agents who are persons;
monitoring actions taken by the agent with respect to the user communication to resolve an issue related to the one or more intent parameters;
creating a resolution script based on the monitored actions taken by the agent to resolve the issue, the resolution script including one or more steps for assisting other agents of the multiple agents to resolve resolving the issue;
associating the resolution script with the one or more intent parameters; and
providing the resolution script to an additional agent of the multiple agents that receives a new user communication that includes the one or more intent parameters.
2. The method as recited in claim 1 , further comprising:
identifying content related to the one or more intent parameters; and
adding the identified content to the resolution script.
3. The method as recited in claim 1 , wherein the determining one or more intent parameters comprises:
identifying data related to an electronic device associated with the user communication; and
storing at least some of the data related to the electronic device in an intent parameters array.
4. The method as recited in claim 3 , wherein the data related to the electronic device comprises one or more of the following types of data: device data; network data; user history data; user account data; or event data.
5. The method as recited in claim 1 , further comprising wherein the routing the user communication to the appropriate agent comprises correlating agent skills of the appropriate agent with the one or more intent parameters.
6. The method as recited in claim 3 , wherein the identifying data related to the electronic device associated with the user communication comprises identifying articles related to the electronic device.
7. The method as recited in claim 3 , wherein the identifying data related to the electronic device associated with the user communication comprises identifying a type of the electronic device.
8. A system, comprising:
a processor; and
memory storing components executable by the processor, the components comprising:
an intent determiner configured to identify an intent associated with a user communication;
an intent parameters array configured to store one or more parameters associated with the user communication;
a router configured to route the user communication and the intent parameters to an appropriate agent who is a person;
a script engine monitor configured to monitor agent actions undertaken by the appropriate agent to resolve the intent of the user communication;
a script engine content finder configured to identify content related to the intent of the user communication; and
a script engine configured to create a resolution script used to resolve an issue related to the intent parameters of the intent in the user communication based on the monitored agent actions taken by the appropriate agent, the resolution script including one or more steps for assisting other agents who are persons to resolve the issue.
9. The system as recited in claim 8 , further comprising an agent locator configured to identify the appropriate agent by correlating the intent parameters to agent profiles, wherein the agent profiles identifying one or more skills possessed by respective agents.
10. The system as recited in claim 8 , wherein the intent determiner is further configured to store intent parameters in the intent parameters array.
11. The system as recited in claim 10 , wherein intent parameters are one or more of the following types of data: device data; network data; user history data; user account data; or event data.
12. The system as recited in claim 8 , wherein the script engine monitor is further configured to record one or more of the following: voice conversations; voice messages; conversation transcripts; keystrokes; screen shots; text messages; email messages; or mouse clicks.
13. The system as recited in claim 8 , wherein the script engine content finder is further configured to locate content related to an electronic device that is a subject of the intent of the user communication.
14. The system as recited in claim 8 , wherein the script engine content finder is further configured to locate video content related to the intent of the user communication.
15. One or more non-transitory computer-readable storage media including computer-executable instructions that, when executed, perform the following:
identifying intent parameters associated with a user communication for a job in a job queue handled by a tech support group of agents who are persons;
monitoring activities performed by an agent in the tech support group to resolve an issue related to the user communication;
locating content related to the issue that are helpful in resolving the issue;
creating a resolution script from the monitored activities performed by the agent to resolve the issue and the located content, the resolution script including one or more steps for assisting other agents who are persons to resolve the issue;
associating the resolution script with the identified intent parameters;
in response to determining that a number of jobs in the job queue handled by the tech support group of the agent reached a threshold, reallocating an additional job in the job queue to an additional agent in a different tech support group; and
providing the resolution script to the additional agent in an additional tech support group that receives a new user communication of the additional job that includes the identified intent parameters.
16. The one or more non-transitory computer-readable storage media of claim 15 , wherein monitoring activities performed by the agent comprises one or more of the following activities: voice conversations, text messages, emails, keystrokes, screen shots, or mouse clicks.
17. The one or more non-transitory computer-readable storage media of claim 15 , wherein the intent parameters include intent parameters from the following types of data: device data; network data; user history data; user account data; or event data.
18. The one or more non-transitory computer-readable storage media of claim 15 , further comprising identifying the agent by correlating the intent parameters to agent profiles to identify an agent having skills related to resolving issue related to the intent parameters.
19. The one or more non-transitory computer-readable storage media of claim 15 , wherein the locating content comprises performing a search for content related to an electronic device related to the intent parameters.
20. The one or more non-transitory computer-readable storage media of claim 15 , wherein the content related to the intent parameters comprises at least one of the following types of content: text content, graphic content, video content, or audio content.