Contact center adherence and compliance system
Systems and methods for adherence and compliance of contact center agents, and more specifically to systems and methods of monitoring, identifying, and correcting deviations of contact center agents from ideal workflows and checklists. In one aspect, the system monitors agent-customer interactions and assesses adherence to compliance guidelines through analysis of agent and customer utterances, identifying non-compliant situations and suggesting actions for correction. Each contact center agent is provided compliance assistance through a visual progress indicator or a checklist feature. A supervisor system provides monitoring of a set of contact center agents and notice of non-compliant situations.
1 . A customer contact center adherence and compliance system comprising:
a set of agent systems each associated with an agent and comprising an agent widget with an agent GUI, the set of agent systems comprising a first agent system configured to: i) communicate with a first customer in a first session, ii) create first session data comprising first session data utterances, and iii) render a first session display associated with the first session data;
a system server comprising an in-memory datastore, a system database, and an AI engine, the in-memory datastore comprising first session compliance guidelines comprising a set of first session guideline tasks, the system database comprising conversational and compliance records, the AI engine comprising a computer processor configured to: i) receive the first session data from the first agent system, ii) assess the first session data utterances against the first session compliance guidelines to determine a first session status and a first session compliance, and iii) identify a corrective action if the first session compliance is negative; and
a supervisor system comprising a supervisor GUI and configured to: i) receive the first session data, and ii) to receive the first session status and the first session compliance from the system server; wherein:
the first agent system communicates the first session data to the system server;
the computer processor performs machine-executable instructions to:
determine a first session status comprising a completion status of the set of first session guideline tasks;
determine a first session compliance;
communicate the first session status and the first session compliance to each of the first agent system and the supervisor system; and
if the first session compliance is negative, identify the corrective action and communicate the corrective action to the first agent system.
2 . The system of claim 1 , wherein the session compliance guidelines are a set of session compliance guidelines associated with a set of session topics, to include a first session topic compliance guideline associated with a first session topic.
3 . The system of claim 2 , wherein the first session compliance is determined by comparing a particular session topic compliance guideline against the first session data, the particular session topic compliance guideline determined by searching the system database by the first session topic.
4 . The system of claim 3 , wherein the first session topic is determined by analysis of the first session data utterances.
5 . The system of claim 1 , wherein the computer processor further performs machine-executable instructions to catalog a task status of each of the set of first session guideline tasks based on the first session utterances and communicating the task status to the first agent system, the first agent system rendering a display associated with the task status.
6 . The system of claim 1 , wherein the computer processor further performs machine-executable instructions to create a real-time transcript of the first session data utterances, the real-time transcript communicated to the first agent system.
7 . The system of claim 6 , wherein the computer processor further performs machine-executable instructions to redact any PII data in the real-time transcript to create a redacted real-time transcript, the redated real-time transcript communicated to the first agent system.
8 . The system of claim 1 , wherein the computer processor further performs machine-executable instructions to determine a first agent sentiment score based on the first session data utterances.
9 . The system of claim 8 , wherein the first agent sentiment score is communicated to the supervisor system.
10 . The system of claim 1 , wherein the corrective action is one or more of a suggested answer and a suggested article.
11 . A method of using a customer contact center adherence and compliance system, the method comprising:
providing a customer contact center adherence and compliance system comprising:
a set of agent systems each associated with an agent and comprising an agent widget with an agent GUI, the set of agent systems comprising a first agent system configured to: i) communicate with a first customer in a first session, ii) create first session data comprising first session data utterances, and iii) render a first session display associated with the first session data;
a system server comprising an in-memory datastore, a system database, and an AI engine, the in-memory datastore comprising first session compliance guidelines comprising a set of first session guideline tasks, the system database comprising the conversational and compliance records, the AI engine comprising a computer processor configured to: i) receive the first session data from the first agent system, ii) assess the first session data utterances against the first session compliance guidelines to determine a first session status and a first session compliance, and iii) identify a corrective action if the first session compliance is negative; and
a supervisor system comprising a supervisor GUI and configured to: i) receive the first session data, and ii) to receive the first session status and the first session compliance from the system server;
communicating the first session data to the system server using the first agent system;
performing machine-executable instructions using the computer processor to:
determine a first session status comprising a completion status of the set of first session guideline tasks;
determine a first session compliance;
communicate the first session status and the first session compliance to each of the first agent system and the supervisor system; and
if the first session compliance is negative, identify the corrective action and communicate the corrective action to the first agent system.
12 . The method of claim 11 , wherein the session compliance guidelines are a set of session compliance guidelines associated with a set of session topics, to include a first session topic compliance guideline associated with a first session topic.
13 . The method of claim 12 , wherein the first session compliance is determined by comparing a particular session topic compliance guideline against the first session data, the particular session topic compliance guideline determined by searching the system database by the first session topic.
14 . The method of claim 13 , wherein the first session topic is determined by analysis of the first session data utterances.
15 . The method of claim 11 , wherein the computer processor further performs machine-executable instructions to catalog a task status of each of the set of first session guideline tasks based on the first session utterances and communicating the tsk status to the first agent system, the first agent system rendering a display associated with the task status.
16 . The method of claim 11 , wherein the computer processor further performs machine-executable instructions to create a real-time transcript of the first session data utterances, the real-time transcript communicated to the first agent system.
17 . The method of claim 16 , wherein the computer processor further performs machine-executable instructions to redact any PII data in the real-time transcript to create a redacted real-time transcript, the redated real-time transcript communicated to the first agent system.
18 . The method of claim 11 , wherein the computer processor further performs machine-executable instructions to determine a first agent sentiment score based on the first session data utterances.
19 . The method of claim 18 , wherein the first agent sentiment score is communicated to the supervisor system.
20 . The method of claim 11 , wherein the corrective action is one or more of a suggested answer and a suggested article.