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

System and method for anticipatory dynamic customer segmentation for a contact center
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.
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