SYSTEM AND METHOD FOR ESTIMATED BEST PATH PREDICTION
A method of responding to an incoming contact at a contact center includes receiving the incoming contact from a user device associated with a user; determining an attribute related to the user; and identifying historical contact interactions of the contact center that each have a respective attribute matching the attribute related to the user. Thus, based on the identified historical contact interactions, a next action associated with the contact can be predicted in order to provide dynamically modifying, during handling of the incoming contact, a default path for handling the incoming contact based on the predicted next action.
1 . A method of responding to an incoming contact at a contact center, comprising:
receiving, by a server of the contact center, the incoming contact from a user device associated with a user;
determining, by the server of the contact center, an attribute related to the user;
identifying, by the server of the contact center, historical contact interactions of the contact center that each have a respective attribute matching the attribute related to the user;
based on the identified historical contact interactions, predicting, by the server of the contact center, a next action associated with the incoming contact; and
dynamically modifying during handling of the incoming contact, by the server of the contact center, a default path for handling the incoming contact based on the predicted next action.
2 . The method of claim 1 , wherein the default path for handling the incoming contact comprises an interactive voice response (IVR) system.
3 . The method of claim 2 , wherein dynamically modifying the default path comprises adjusting a menu tree of the IVR system.
4 . The method of claim 3 , wherein dynamically modifying the default path comprises adjusting a set of options selected for inclusion in the menu tree.
5 . The method of claim 3 , wherein dynamically modifying the default path comprises adjusting a presentation order of options included in the menu tree.
6 . The method of claim 1 , wherein dynamically modifying the default path comprises routing the incoming contact to a supervisor at the contact center.
7 . The method of claim 1 , wherein the default path is modified to reduce an amount of time it takes the incoming contact to be resolved.
8 . The method of claim 1 , wherein the default path is modified to increase a customer satisfaction score associated with the incoming contact.
9 . The method of claim 1 , wherein the default path is modified to increase contact center efficiency.
10 . The method of claim 1 , wherein the predicted next action associated with the contact comprises a next action anticipated to be performed by the user.
11 . A system for responding to an incoming contact at a contact center, comprising:
a memory device storing executable instructions; and
a processor in communication with the memory device, wherein the processor, when executing the executable instructions:
receives the incoming contact from a user device associated with a user;
determines an attribute related to the user;
identifies historical contact interactions of the contact center that each have a respective attribute matching the attribute related to the user;
based on the identified historical contact interactions, predicts a next action associated with the incoming contact; and
during handling of the incoming contact, dynamically modifies a default path for handling the incoming contact based on the predicted next action.
12 . The system of claim 11 , wherein the default path for handling the incoming contact comprises an interactive voice response (IVR) system.
13 . The system of claim 12 , wherein dynamically modifying the default path comprises adjusting a menu tree of the IVR system.
14 . The system of claim 13 , wherein dynamically modifying the default path comprises adjusting a set of options selected for inclusion in the menu tree.
15 . The system of claim 13 , wherein dynamically modifying the default path comprises adjusting a presentation order of options included in the menu tree.
16 . The system of claim 11 , wherein dynamically modifying the default path comprises routing the incoming contact to a supervisor at the contact center.
17 . The system of claim 11 , wherein the default path is modified to reduce an amount of time it takes the incoming contact to be resolved.
18 . The system of claim 11 , wherein the default path is modified to increase a customer satisfaction score associated with the incoming contact.
19 . The system of claim 11 , wherein the default path is modified to increase contact center efficiency.
20 . The system of claim 11 , wherein the predicted next action associated with the contact comprises a next action anticipated to be performed by the user.