AU2018256515A1 - System and method for anticipatory dynamic customer segmentation for a contact center - Google Patents

System and method for anticipatory dynamic customer segmentation for a contact center Download PDF

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Publication number
AU2018256515A1
AU2018256515A1 AU2018256515A AU2018256515A AU2018256515A1 AU 2018256515 A1 AU2018256515 A1 AU 2018256515A1 AU 2018256515 A AU2018256515 A AU 2018256515A AU 2018256515 A AU2018256515 A AU 2018256515A AU 2018256515 A1 AU2018256515 A1 AU 2018256515A1
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AU
Australia
Prior art keywords
case
workflow
steps
processor
contact center
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
AU2018256515A
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AU2018256515B2 (en
Inventor
David H. Anderson
Todd HOLLENBERG
Nikolay Korolev
Bradley KRUG
Herbert WiIlli Artur RISTOCK
Charlotte TOERCK
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Genesys Cloud Services Holdings II LLC
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Greeneden US Holdings II LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US14/450,190 external-priority patent/US9781270B2/en
Priority claimed from US14/450,194 external-priority patent/US9350867B2/en
Priority claimed from US14/450,195 external-priority patent/US9848084B2/en
Application filed by Greeneden US Holdings II LLC filed Critical Greeneden US Holdings II LLC
Priority to AU2018256515A priority Critical patent/AU2018256515B2/en
Publication of AU2018256515A1 publication Critical patent/AU2018256515A1/en
Application granted granted Critical
Publication of AU2018256515B2 publication Critical patent/AU2018256515B2/en
Priority to AU2020264378A priority patent/AU2020264378B2/en
Assigned to Genesys Cloud Services Holdings II, LLC reassignment Genesys Cloud Services Holdings II, LLC Request to Amend Deed and Register Assignors: GREENEDEN U.S. HOLDINGS II LLC
Active legal-status Critical Current
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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions

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  • Business, Economics & Management (AREA)
  • Finance (AREA)
  • Accounting & Taxation (AREA)
  • Engineering & Computer Science (AREA)
  • Development Economics (AREA)
  • Strategic Management (AREA)
  • General Business, Economics & Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Game Theory and Decision Science (AREA)
  • Data Mining & Analysis (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent. WO 2016/019194 PCT/US2O1S/043007 Retrieve existing SL 0 as -,e s ,:m -e. saci < e-assessen v'' Perfom SLre assessment based on: 604 sttzandL Kso f vnarr TLaKcrs 6b06 YIes A du S t S L iPmt3) 608 demtion, n'od':i'ation) Update data teccrd' to 10 reret SL t~aick
AU2018256515A 2014-08-01 2018-10-30 System and method for anticipatory dynamic customer segmentation for a contact center Active AU2018256515B2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
AU2018256515A AU2018256515B2 (en) 2014-08-01 2018-10-30 System and method for anticipatory dynamic customer segmentation for a contact center
AU2020264378A AU2020264378B2 (en) 2014-08-01 2020-11-06 Adaptable business objective routing for a contact center

Applications Claiming Priority (9)

Application Number Priority Date Filing Date Title
US14/450,194 2014-08-01
US14/450,190 US9781270B2 (en) 2014-08-01 2014-08-01 System and method for case-based routing for a contact
US14/450,195 2014-08-01
US14/450,190 2014-08-01
US14/450,194 US9350867B2 (en) 2014-08-01 2014-08-01 System and method for anticipatory dynamic customer segmentation for a contact center
US14/450,195 US9848084B2 (en) 2014-08-01 2014-08-01 Adaptable business objective routing for a contact center
AU2015296176A AU2015296176B2 (en) 2014-08-01 2015-07-30 System and method for anticipatory dynamic customer segmentation for a contact center
PCT/US2015/043007 WO2016019194A1 (en) 2014-08-01 2015-07-30 System and method for case-based routing for a contact center
AU2018256515A AU2018256515B2 (en) 2014-08-01 2018-10-30 System and method for anticipatory dynamic customer segmentation for a contact center

Related Parent Applications (1)

Application Number Title Priority Date Filing Date
AU2015296176A Division AU2015296176B2 (en) 2014-08-01 2015-07-30 System and method for anticipatory dynamic customer segmentation for a contact center

Related Child Applications (1)

Application Number Title Priority Date Filing Date
AU2020264378A Division AU2020264378B2 (en) 2014-08-01 2020-11-06 Adaptable business objective routing for a contact center

Publications (2)

Publication Number Publication Date
AU2018256515A1 true AU2018256515A1 (en) 2018-11-22
AU2018256515B2 AU2018256515B2 (en) 2020-08-27

Family

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Family Applications (3)

Application Number Title Priority Date Filing Date
AU2015296176A Active AU2015296176B2 (en) 2014-08-01 2015-07-30 System and method for anticipatory dynamic customer segmentation for a contact center
AU2018256515A Active AU2018256515B2 (en) 2014-08-01 2018-10-30 System and method for anticipatory dynamic customer segmentation for a contact center
AU2020264378A Active AU2020264378B2 (en) 2014-08-01 2020-11-06 Adaptable business objective routing for a contact center

Family Applications Before (1)

Application Number Title Priority Date Filing Date
AU2015296176A Active AU2015296176B2 (en) 2014-08-01 2015-07-30 System and method for anticipatory dynamic customer segmentation for a contact center

Family Applications After (1)

Application Number Title Priority Date Filing Date
AU2020264378A Active AU2020264378B2 (en) 2014-08-01 2020-11-06 Adaptable business objective routing for a contact center

Country Status (6)

Country Link
EP (1) EP3175413A4 (en)
KR (1) KR101944642B1 (en)
CN (1) CN106797382B (en)
AU (3) AU2015296176B2 (en)
CA (3) CA3108013C (en)
WO (1) WO2016019194A1 (en)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN112416701A (en) * 2020-09-07 2021-02-26 上海哔哩哔哩科技有限公司 Service data monitoring method and device, computer equipment and readable storage medium

Families Citing this family (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US11399096B2 (en) * 2017-11-29 2022-07-26 Afiniti, Ltd. Techniques for data matching in a contact center system
CN108446174B (en) * 2018-03-06 2022-03-11 苏州大学 Multi-core job scheduling method based on resource pre-allocation and public boot agent
CN108768834B (en) * 2018-05-30 2021-06-01 北京五八信息技术有限公司 Call processing method and device
CN112367434B (en) * 2020-11-11 2022-04-12 国家电网有限公司客户服务中心 Automatic distribution system for power grid customer service operation resources
US20220365861A1 (en) * 2021-05-13 2022-11-17 The Fin Exploration Company Automated actions based on ranked work events
US20240211827A1 (en) * 2022-12-23 2024-06-27 Genesys Cloud Services, Inc. Technologies for facilitating near real-time communication between a user device and a back-office device

Family Cites Families (12)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20040098274A1 (en) * 2002-11-15 2004-05-20 Dezonno Anthony J. System and method for predicting customer contact outcomes
US20040264677A1 (en) * 2003-06-30 2004-12-30 Horvitz Eric J. Ideal transfer of call handling from automated systems to human operators based on forecasts of automation efficacy and operator load
KR100601885B1 (en) * 2003-07-18 2006-07-14 강호석 Call recommender system for outbound call center
US20060062376A1 (en) * 2004-09-22 2006-03-23 Dale Pickford Call center services system and method
CN101341728A (en) * 2005-05-17 2009-01-07 甲骨文系统公司 Dynamic customer satisfaction routing
KR100738538B1 (en) * 2005-07-22 2007-07-11 삼성전자주식회사 Routing call center system and method
US7936867B1 (en) * 2006-08-15 2011-05-03 Avaya Inc. Multi-service request within a contact center
US8903079B2 (en) * 2008-01-28 2014-12-02 Satmap International Holdings Limited Routing callers from a set of callers based on caller data
US8688557B2 (en) 2010-09-29 2014-04-01 Fiserv, Inc. Systems and methods for customer value optimization involving relationship optimization
US20140081687A1 (en) * 2012-09-20 2014-03-20 Avaya Inc. Multiple simultaneous contact center objectives
CN102915481B (en) * 2012-09-26 2016-08-17 北京百度网讯科技有限公司 A kind of method, device and equipment for user account is managed
CN103813033B (en) * 2014-02-19 2018-02-06 国家电网公司客户服务中心 A kind of call route method and system

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN112416701A (en) * 2020-09-07 2021-02-26 上海哔哩哔哩科技有限公司 Service data monitoring method and device, computer equipment and readable storage medium
CN112416701B (en) * 2020-09-07 2023-02-17 上海哔哩哔哩科技有限公司 Service data monitoring method and device, computer equipment and readable storage medium

Also Published As

Publication number Publication date
CA2960043C (en) 2021-03-23
AU2015296176B2 (en) 2018-11-22
CN106797382A (en) 2017-05-31
KR101944642B1 (en) 2019-01-31
CA3108009A1 (en) 2016-02-04
AU2020264378B2 (en) 2021-12-23
KR20170048366A (en) 2017-05-08
AU2020264378A1 (en) 2020-12-03
CA3108009C (en) 2023-02-07
CA2960043A1 (en) 2016-02-04
EP3175413A1 (en) 2017-06-07
CA3108013C (en) 2024-05-07
CA3108013A1 (en) 2016-02-04
CN106797382B (en) 2021-02-09
AU2015296176A1 (en) 2017-03-23
AU2018256515B2 (en) 2020-08-27
EP3175413A4 (en) 2017-06-07
WO2016019194A1 (en) 2016-02-04

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FGA Letters patent sealed or granted (standard patent)
HB Alteration of name in register

Owner name: GENESYS CLOUD SERVICES HOLDINGS II, LLC

Free format text: FORMER NAME(S): GREENEDEN U.S. HOLDINGS II LLC