Communication resource allocation
A technique relates to communication resource allocation. A computer system monitors a communication between a conversational entity communication channel and a user device. A type of the communication associated with the user device is determined based on the communication. A replacement communication channel to replace the conversational entity communication channel is determined, in response to the type of the communication. The replacement communication channel is coupled to the user device in place of the conversational entity communication channel.
1. A computer-implemented method for communication resource allocation, the method comprising:
monitoring, by a computer system, a communication between a conversational entity communication channel and a user device;
determining a type of the communication associated with the user device based on the communication;
determining a replacement communication channel to replace the conversational entity communication channel, in response to the type of the communication and a predefined level, selected from a plurality of predefined levels related to a user account size, associated with the user device, the replacement communication channel utilizing more resources than the conversational entity communication channel thereby increasing an amount of bandwidth allotted for the communication with the user device; and
coupling the replacement communication channel to the user device in place of the conversational entity communication channel, wherein:
a customer service agent is selected for the replacement communication channel; and
a ranking of the customer service agent is according to a stratification level and a potential loss level for a user of the user device.
2. The computer-implemented method of claim 1 , wherein determining the type of the communication associated with the user device based on the communication comprises determining a behavior of the user of the user device.
3. The computer-implemented method of claim 1 , wherein the communication comprises a live conversation between the user of the user device and a conversational entity.
4. The computer-implemented method of claim 1 , wherein determining the type of the communication associated with the user device comprises performing an intent analysis of the user of the user device.
5. The computer-implemented method of claim 4 further comprising determining a positive intent or a negative intent of the user from the intent analysis in order to determine the type of the communication is a positive communication or a negative communication, respectively.
6. The computer-implemented method of claim 1 , wherein determining the type of the communication associated with the user device comprises performing a sentiment analysis.
7. The computer-implemented method of claim 6 further comprising determining a positive sentiment or a negative sentiment of the user from the sentiment analysis in order to determine the type of the communication is a positive communication or a negative communication, respectively.
8. The computer-implemented method of claim 1 , wherein the plurality of predefined levels are each associated with predefined quantities.
9. The computer-implemented method of claim 1 further comprising determining a positive tone or a negative tone of the user from a tone analysis in order to determine the type of the communication is a positive communication or a negative communication, respectively, wherein determining the type of the communication associated with the user device comprises performing the tone analysis.
10. The computer-implemented method of claim 1 , wherein determining the replacement communication channel to replace the conversational entity communication channel in response to the type of the communication comprises selecting from among a video communication channel, a voice communication channel, and a text communication channel.
11. A system for communication resource allocation, the system comprising:
a processor; and
memory coupled to the processor and comprising computer-executable instructions that, when executed by the processor, cause the processor to perform a method comprising:
monitoring, by the processor, a communication between a conversational entity communication channel and a user device;
determining a type of the communication associated with the user device based on the communication;
determining a replacement communication channel to replace the conversational entity communication channel, in response to the type of the communication and a predefined level, selected from a plurality of predefined levels related to a user account size, associated with the user device, the replacement communication channel utilizing more resources than the conversational entity communication channel thereby increasing an amount of bandwidth allotted for the communication with the user device; and
coupling the replacement communication channel to the user device in place of the conversational entity communication channel, wherein:
a customer service agent is selected for the replacement communication channel; and
a ranking of the customer service agent is according to a stratification level and a potential loss level for a user of the user device.
12. The system of claim 11 , wherein determining the type of the communication associated with the user device based on the communication comprises determining a behavior of the user of the user device.
13. The system of claim 11 , wherein the communication comprises a live conversation between the user of the user device and a conversational entity.
14. The system of claim 11 , wherein determining the type of the communication associated with the user device comprises performing an intent analysis of the user of the user device.
15. A computer program product for communication resource allocation, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, wherein the computer readable storage medium is not a transitory signal per se, the program instructions executable by a computer to cause the computer to perform a method comprising:
monitoring, by the computer, a communication between a conversational entity communication channel and a user device;
determining a type of the communication associated with the user device based on the communication;
determining a replacement communication channel to replace the conversational entity communication channel, in response to the type of the communication and a predefined level, selected from a plurality of predefined levels related to a user account size, associated with the user device, the replacement communication channel utilizing more resources than the conversational entity communication channel thereby increasing an amount of bandwidth allotted for the communication with the user device; and
coupling the replacement communication channel to the user device in place of the conversational entity communication channel, wherein:
a customer service agent is selected for the replacement communication channel; and
a ranking of the customer service agent is according to a stratification level and a potential loss level for a user of the user device.
16. The computer program product of claim 15 , wherein determining the type of the communication associated with the user device based on the communication comprises determining a behavior of the user of the user device.
17. The computer program product of claim 15 , wherein the communication comprises a live conversation between the user of the user device and a conversational entity.