Method to augment routing delivery systems with intuitive human knowledge, expertise, and iterative artificial intelligence and machine learning in contact center environments
Dynamically routing and re-evaluating a work item based on actions taken on the work item (e.g., adding context information). The augmented routing system categories a work item into one or more dynamic work categories and identifies active knowledge workers and/or knowledge articles based on the work categories. The work item is displayed in a dynamic knowledge worker view, which allows the knowledge worker to take action on the work item. The actions a knowledge worker may take are based on permissions of the knowledge worker, one of the actions that a knowledge worker may take on a work item is to add context information to the work item. After an action is taken on a work item, the system re-evaluates the work item, which may result in the work item being added/removed from one or more work categories; and added/removed from one or more dynamic customized knowledge worker views.
1. A contact center comprising:
a microprocessor; and
a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that, when executed by the microprocessor, cause the microprocessor to:
receive, via a network, a work item into the contact center;
gather initial context information for the received work item;
classify the received work item into one or more work item categories;
identify one or more active knowledge workers based on the initial context information and/or the one or more work item categories;
generate and display a customized knowledge worker view for each identified one or more active knowledge workers;
receive input from at least one of the one or more active knowledge workers that indicates an action on the received work item; and
in response to the action on the received work item, re-evaluate the received work item and update each customized knowledge worker view based on the re-evaluation.
2. The contact center of claim 1 , wherein the microprocessor readable and executable instructions further cause the microprocessor to:
instruct an Interactive Voice Response (IVR) system to gather the initial context information for the received work item.
3. The contact center of claim 1 , wherein the action on the work item comprises adding context information to the work item.
4. The contact center of claim 1 , wherein the action on the work item comprises offering a callback to a user associated with the work item.
5. The contact center of claim 1 , wherein the action on the work item comprises escalating the work item to a supervisor.
6. The contact center of claim 1 , wherein the action on the work item comprises transferring the work item to a specific knowledge worker for handling.
7. The contact center of claim 1 , wherein the action on the work item comprises engaging a team conference session to work on the work item.
8. The contact center of claim 1 , wherein the action on the work item comprises sending the work item to an automated system to gather additional information.
9. The contact center of claim 1 , wherein the network comprises a digital channel and the work item comprises one of an email, a chat message, or a video call.
10. The contact center of claim 1 , wherein the network comprises a voice channel and the work item comprises one of a voice call.
11. A method to augment routing in a contact center, the method comprising:
receiving, via a network, a work item into the contact center;
gathering initial context information for the received work item;
classifying the received work item into one or more work item categories;
identifying one or more active knowledge workers based on the initial context information and/or the one or more work item categories;
generating and display a customized knowledge worker view for each identified one or more active knowledge workers;
receiving input from at least one of the one or more active knowledge workers that indicates an action on the received work item; and
in response to the action on the received work item, re-evaluating the received work item and updating each customized knowledge worker view based on the re-evaluation.
12. The method of claim 11 , wherein gathering the initial context information for the received work item comprises instructing an Interactive Voice Response (IVR) system to gather the initial context information.
13. The method of claim 11 , wherein the action on the work item comprises adding context information to the work item.
14. The method of claim 11 , wherein the action on the work item comprises offering a callback to a user associated with the work item.
15. The method of claim 11 , wherein the action on the work item comprises escalating the work item to a supervisor.
16. The method of claim 11 , wherein the action on the work item comprises transferring the work item to a specific knowledge worker for handling.
17. The method of claim 11 , wherein the action on the work item comprises engaging a team conference session to work on the work item.
18. The method of claim 11 , wherein the action on the work item comprises sending the work item to an automated system to gather additional information.
19. The method of claim 11 , wherein the network comprises a digital channel and the work item comprises one of an email, a chat message, or a video call.
20. The method of claim 11 , wherein the network comprises a voice channel and the work item comprises one of a voice call.