Invention Grant
US09350867B2 System and method for anticipatory dynamic customer segmentation for a contact center
有权
用于联络中心的预期动态客户细分的系统和方法
- Patent Title: System and method for anticipatory dynamic customer segmentation for a contact center
- Patent Title (中): 用于联络中心的预期动态客户细分的系统和方法
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Application No.: US14450194Application Date: 2014-08-01
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Publication No.: US09350867B2Publication Date: 2016-05-24
- Inventor: Herbert Willi Artur Ristock , Charlotte Toerck , Todd Hollenberg , Nikolay Korolev , Bradley Krug , David H. Anderson
- Applicant: Genesys Telecommunications Laboratories, Inc.
- Applicant Address: US CA Daly City
- Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
- Current Assignee Address: US CA Daly City
- Agency: Lewis Roca Rothgerber Christie LLP
- Main IPC: H04M5/00
- IPC: H04M5/00 ; H04M3/523 ; G06Q10/04

Abstract:
System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.
Public/Granted literature
- US20160036982A1 SYSTEM AND METHOD FOR ANTICIPATORY DYNAMIC CUSTOMER SEGMENTATION FOR A CONTACT CENTER Public/Granted day:2016-02-04
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