Specialized Microbots in Contact Centers
Large monolithic virtual agents attempt to provide all skills and abilities in a contact center in order to resolve a work item (call) from a customer. However, as the issues become more complex this paradigm results in errors, inefficiencies and knowledge shortcomings on the information and data they have been trained with. Accordingly, systems and methods are provided that enable a number of individual specialized virtual agents, working together, to be deployed. Each has a finite set of abilities and a communication may be transferred to the particular specialized virtual agent having the ability required to resolve a work item. A discovery service is provided to enable an agent to identify particular specialized virtual agent(s) having the required ability in order to resolve the work item, part of the work item or multiple work items.
1 . A system, comprising:
a network interface to a communications network; and
at least one processor coupled with a computer memory comprising computer-readable instructions; and
wherein the at least one processor executes the computer-readable instructions to:
execute a first specialized virtual agent comprising a first set of abilities;
execute a second specialized virtual agent comprising a second set of abilities comprising at least one ability of the second set of abilities absent from at least one ability of the first set of abilities;
engage the first specialized virtual agent in a communication, via the network interface, with a customer communication device utilized by a customer, wherein the communication comprises content provided by the customer corresponding to a work item; and
upon determining that the first set of abilities is absent a required ability that is required to resolve the work item, transfer the communication to the second specialized virtual agent.
2 . The system of claim 1 , wherein the at least one processor executes the computer-readable instructions to further determine that the required ability matches at least one ability of the second set of abilities.
3 . The system of claim 2 , wherein the at least one processor executes the computer-readable instructions to further:
execute a third specialized virtual agent comprising a third set of abilities, wherein at least one ability of the third set of abilities is absent from both the first set of abilities and the second set of abilities; and
wherein transfer of the communication to the second specialized virtual agent is performed upon determining a better degree of match between the required ability to at least one ability of the second set of abilities compared to a degree of match between the required ability and the third set of abilities.
4 . The system of claim 1 , wherein the first set of abilities differ from the second set of abilities in at least one ability shared between the first set of abilities and the second set of abilities differ in complexity.
5 . The system of claim 1 , wherein the first set of abilities differ from the second set of abilities in at least one of available computational cycles, memory, bandwidth, or processing speed.
6 . The system of claim 1 , wherein transferring the communication to the second specialized virtual agent further comprises instantiating the second specialized virtual agent and transferring the communication to the second specialized virtual agent thereafter.
7 . The system of claim 1 , wherein the at least one processor executes the computer-readable instructions to:
execute a virtual agent discovery service; and
determine, by the virtual agent discovery service, that the required ability to resolve the work item is present in a data record of abilities corresponding to the second specialized virtual agent.
8 . The system of claim 1 , wherein the at least one processor executes the computer-readable instructions to:
execute a virtual agent discovery service coupled with a data storage to maintain the second set of abilities; and
determine, by the virtual agent discovery service, that the required ability is present in the second set of abilities transferring the communication to a default agent.
9 . The system of claim 1 , wherein the first set of abilities and the second set of abilities comprise at least one of domain knowledge ability, product knowledge ability, technical skill ability, language ability, communication type ability, secure communication ability, and wait time.
10 . A method, comprising:
executing a first specialized virtual agent comprising a first set of abilities;
executing a second specialized virtual agent comprising a second set of abilities comprising at least one ability of the second set of abilities absent from at least one ability of the first set of abilities;
engaging the first specialized virtual agent in a communication, via a network, with a customer communication device utilized by a customer, wherein the communication comprises content provided by the customer corresponding to a work item; and
upon determining that the first set of abilities is absent a required ability that is required to resolve the work item, transferring the communication to the second specialized virtual agent.
11 . The method of claim 10 , further comprising determining that the required ability matches at least one ability of the second set of abilities.
12 . The method of claim 11 , further comprising:
executing a third specialized virtual agent comprising a third set of abilities, wherein at least one ability of the third set of abilities is absent from both the first set of abilities and the second set of abilities; and
wherein transfer of the communication to the second specialized virtual agent is performed upon determining a better degree of match between the required ability to at least one ability of the second set of abilities compared to a degree of match between the required ability and the third set of abilities.
13 . The method of claim 10 , wherein the first set of abilities differs from the second set of abilities in at least one ability shared between the first set of abilities and the second set of abilities differ in complexity.
14 . The method of claim 10 , wherein the first set of abilities differ from the second set of abilities in at least one of available computational cycles, memory, bandwidth, or processing speed.
15 . The method of claim 10 , wherein transferring the communication to the second specialized virtual agent further comprises instantiating the second specialized virtual agent and, thereafter, transferring the communication to the second specialized virtual agent.
16 . The method of claim 10 , further comprising:
executing a virtual agent discovery service; and
determining, by the virtual agent discovery service, that the required ability to resolve the work item is present in a data record of abilities corresponding to the second specialized virtual agent.
17 . The method of claim 10 , further comprising:
executing a virtual agent discovery service coupled with a data storage to maintain the second set of abilities; and
determining, by the virtual agent discovery service, that the required ability is present in the second set of abilities transferring the communication to a default agent.
18 . The method of claim 10 , wherein the first set of abilities and the second set of abilities comprise at least one of domain knowledge ability, product knowledge ability, technical skill ability, language ability, communication type ability, secure communication ability, and wait time.
19 . A computer-readable medium having instructions encoded thereon comprising instructions to:
execute a first specialized virtual agent comprising a first set of abilities;
execute a second specialized virtual agent comprising a second set of abilities comprising at least one ability of the second set of abilities absent from at least one ability of the first set of abilities;
engage the first specialized virtual agent in a communication, via a network, with a customer communication device utilized by a customer, wherein the communication comprises content provided by the customer corresponding to a work item; and
upon determining that the first set of abilities is absent a required ability that is required to resolve the work item, transfer the communication to the second specialized virtual agent.
20 . The computer-readable medium of claim 19 , further comprising instructions to:
execute a virtual agent discovery service; and
determine, by the virtual agent discovery service, that the required ability to resolve the work item is present in a data record of abilities corresponding to the second specialized virtual agent.