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11.发明申请CALL ROUTING METHODS AND SYSTEMS BASED ON MULTIPLE VARIABLE STANDARDIZED SCORING 有权基于多变量标准测量的呼叫路由方法和系统公开(公告)号：US20090190747A1
公开(公告)日：2009-07-30
申请号：US12202091
申请日：2008-08-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes combining multiple output variables of a pattern matching algorithm (for matching callers and agents) into a single metric for use in the routing system. The pattern matching algorithm may include a neural network architecture, where the exemplary method combines output variables from multiple neural networks. The method may include determining a Z-score of the variable outputs and determining a linear combination of the determined Z-scores for a desired output. Callers may be routed to agents via the pattern matching algorithm to maximize the output value or score of the linear combination. The output variables may include revenue generation, cost, customer satisfaction performance, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.
摘要翻译： 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 示例性方法包括将模式匹配算法（用于匹配呼叫者和代理）的多个输出变量组合成用于路由系统中的单个度量。 模式匹配算法可以包括神经网络架构，其中示例性方法组合来自多个神经网络的输出变量。 该方法可以包括确定可变输出的Z分数并且确定所需输出的所确定的Z分数的线性组合。 呼叫者可以经由模式匹配算法被路由到代理，以最大化线性组合的输出值或得分。 输出变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度表现，第一呼叫解析，消除或其它可变输出。
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12.发明申请公开(公告)号：US20090190743A1
公开(公告)日：2009-07-30
申请号：US12331161
申请日：2008-12-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5236 , H04M3/5158 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M3/5238 , H04M2201/18 , H04M2201/36
摘要： Systems and methods are disclosed for routing callers to agents in a contact center. Exemplary methods and systems include using one of a plurality of different methods or computer models for matching callers to agents, the method or model selected based on a type of phone or phone number associated with a caller (e.g., residential, business, or mobile). The models may include queue routing, performance based matching, adaptive pattern matching algorithms, or the like. In one example, similar adaptive models may be used for two or more different types of phones, but trained differently, e.g., based on data and outcomes for the particular type of phone. Different models for routing callers to agents may perform differently for different types of phones. Further, training correlation or adaptive pattern matching algorithms based on different types of phones may improve performance compared to a single algorithm for all types of phones.
摘要翻译： 公开了用于将呼叫者路由到联络中心中的代理的系统和方法。 示例性方法和系统包括使用多个不同方法或计算机模型中的一个来匹配代理人的呼叫者，基于与呼叫者（例如，住宅，商业或移动）相关联的电话或电话号码的类型选择的方法或模型， 。 模型可以包括队列路由，基于性能的匹配，自适应模式匹配算法等。 在一个示例中，类似的自适应模型可以用于两个或多个不同类型的电话，但是训练不同，例如基于特定类型的电话的数据和结果。 用于将呼叫者路由到代理的不同模型对于不同类型的电话可以不同地执行。 此外，与针对所有类型的电话的单个算法相比，基于不同类型的电话的训练相关性或自适应模式匹配算法可以提高性能。
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公开(公告)号：US20140086404A1
公开(公告)日：2014-03-27
申请号：US14035506
申请日：2013-09-24
发明人： Zia CHISHTI , Akbar A. MERCHANT
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , H04M3/5175 , H04M3/5191 , H04M3/5232 , H04M2203/402
摘要： A method, system and program product, the method comprising: obtaining for calls in one set of calls a respective pattern representing one or multiple different respective data fields; obtaining performance data for the respective patterns of the calls; performance data for agents in a set of agents; determining pattern performance sensitivity to agent performance comprising the pattern performance data correlated to agent performance data; matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the one agent and on the pattern performance sensitivity to agent performance for the respective call.
摘要翻译： 一种方法，系统和程序产品，所述方法包括：对一组呼叫中的呼叫获取代表一个或多个不同相应数据字段的相应模式; 获取各种呼叫模式的演奏数据; 一组代理中的代理的性能数据; 确定包括与代理性能数据相关的模式性能数据的代理性能的模式性能敏感性; 至少部分地基于一个代理的性能数据以及针对相应呼叫的代理性能的模式性能敏感性，将代理集中的相应一个代理从所述代理集合中匹配到其中一个呼叫。
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公开(公告)号：US08472611B2
公开(公告)日：2013-06-25
申请号：US12266461
申请日：2008-11-06
申请人： Zia Chishti
发明人： Zia Chishti
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Systems and methods are disclosed for routing callers to agents in a contact center utilizing a multi-layer processing approach to matching a caller to an agent. A first layer of processing may include two or more different computer models or methods for scoring or determining caller-agent pairs in a routing center. The output of the first layer may be received by a second layer of processing for balancing or weighting the outputs and selecting a final caller-agent match. The two or more methods may include conventional queue based routing, performance based routing, pattern matching algorithms, affinity matching, and the like. The output or scores of the two or more methods may be processed be the second layer of processing to select a caller-agent pair and cause the caller to be routed to a particular agent.
摘要翻译： 公开了用于使用多层处理方法将呼叫者路由到联络中心中的代理的系统和方法，以将呼叫者与代理相匹配。 第一层处理可以包括两个或多个不同的计算机模型或用于在路由中心中评分或确定呼叫者 - 代理对的方法。 可以通过用于平衡或加权输出并选择最终呼叫者代理匹配的第二层处理来接收第一层的输出。 两种或更多种方法可以包括常规的基于队列的路由，基于性能的路由，模式匹配算法，亲和度匹配等。 两个或更多个方法的输出或分数可以被处理为用于选择呼叫者 - 代理对的第二层处理，并使呼叫者被路由到特定代理。
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15.发明授权公开(公告)号：US08433597B2
公开(公告)日：2013-04-30
申请号：US12331201
申请日：2008-12-09
IPC分类号： G06F9/46
CPC分类号： H04M3/5236 , H04M3/5158 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M3/5238 , H04M2201/18 , H04M2201/36
摘要： Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
摘要翻译： 公开了用于将呼叫者路由到联络中心中的代理的方法以及智能路由系统。 一个或多个代理商在实现最佳交互方面进行分级，例如增加收入，降低成本或提高客户满意度。 然后，呼叫者优先路由到分级代理，以获得获得所选择的最佳交互的机会增加。 在更先进的实施例中，还可以在模式匹配算法中确定和使用呼叫者和代理人口统计学和心理学特征，以将具有某些特征的呼叫者优先地路由到具有某些特征的代理以增加最佳交互的机会。
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公开(公告)号：US20090323921A1
公开(公告)日：2009-12-31
申请号：US12490949
申请日：2009-06-24
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M2201/18 , H04M2201/36 , H04M2203/551
摘要： Systems and processes are disclosed for routing callers to agents in a contact center based on similar probabilities for an outcome variable. An exemplary probability multiplier process includes determining agent performance of a set of agents for an outcome variable (e.g., sales) and determining caller propensity of a set of callers for the outcome variable (e.g., the propensity or statistical chance of purchasing). Callers and agents are matched based on corresponding agent performance and propensity for the outcome variable of the caller, e.g., matching callers and agents having similar relative performance for the outcome variable, such as matching the highest ranked caller to the highest ranked agent, the worst ranked caller to the worst ranked agent, and so on. The performance and propensity of the callers and agents may be converted to percentile rankings, and callers and agents can be matched based on a closest match of percentile rankings.
摘要翻译： 公开了系统和过程，用于基于结果变量的相似概率将呼叫者路由到联络中心中的代理。 示例性概率乘数过程包括确定用于结果变量（例如，销售）的一组代理的代理性能，以及确定一组呼叫者对结果变量（例如，倾向或统计购买机会）的呼叫者倾向。 呼叫者和代理人根据呼叫者的结果变量的相应代理性能和倾向进行匹配，例如匹配呼叫者和具有相似性能的结果变量的代理，例如将排名最高的呼叫者与最高排名的代理相匹配，最差 排名呼叫者排名最差的代理人，等等。 呼叫者和代理人的表现和倾向可以转换为百分位数排名，呼叫者和代理可以根据最接近的百分比排名匹配进行匹配。
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17.发明申请公开(公告)号：US20090190746A1
公开(公告)日：2009-07-30
申请号：US12180382
申请日：2008-07-25
IPC分类号： H04M3/00
CPC分类号： H04M3/5236 , H04M3/5158 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M3/5238 , H04M2201/18 , H04M2201/36
摘要： Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
摘要翻译： 公开了用于将呼叫者路由到联络中心中的代理的方法以及智能路由系统。 一个或多个代理商在实现最佳交互方面进行分级，例如增加收入，降低成本或提高客户满意度。 然后，呼叫者优先路由到分级代理，以获得获得所选择的最佳交互的机会增加。 在更先进的实施例中，还可以在模式匹配算法中确定和使用呼叫者和代理人口统计学和心理学特征，以将具有某些特征的呼叫者优先地路由到具有某些特征的代理以增加最佳交互的机会。
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18.发明申请CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION 有权调用映射系统和使用变量算法（VA）和/或分配补偿的方法公开(公告)号：US20140119533A1
公开(公告)日：2014-05-01
申请号：US13843724
申请日：2013-03-15
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , G06F17/30345 , G06Q10/06398 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M3/5234 , H04M3/5235 , H04M3/5238 , H04M2203/2061 , H04M2203/401 , H04M2203/556
摘要： Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.
摘要翻译： 方法，系统和程序产品，包括获得代理性能数据; 排名，代理商的代理业绩数据; 分剂代理代理业绩范围; 将基于标准的呼叫者分成一组分区; 为每个分区确定第一代理性能范围和第二代理性能范围的结果值; 基于所述第一代理性能范围的结果值和所述分区的第二代理性能范围的结果值，为所述分区计算相应的结果值差异指标; 基于分区的结果值差异指示符，将相应的代理匹配到其中一个分区中的相应呼叫者。
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19.发明授权公开(公告)号：US08565410B2
公开(公告)日：2013-10-22
申请号：US13843541
申请日：2013-03-15
发明人： Zia Chishti , Ittai Kan
CPC分类号： H04M3/5232 , G06Q30/00 , H04M3/5158 , H04M3/5233 , H04M3/5238
摘要： Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated.
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公开(公告)号：US20130101109A1
公开(公告)日：2013-04-25
申请号：US13715765
申请日：2012-12-14
IPC分类号： H04M3/523
CPC分类号： H04M3/5236 , H04M3/5158 , H04M3/5175 , H04M3/5183 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M3/5238 , H04M2201/18 , H04M2201/36
摘要： Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.
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