公开(公告)号：US20240422264A1

公开(公告)日：2024-12-19

申请号：US18335617

申请日：2023-06-15

Applicant: NICE LTD.

Inventor： Bhupendra PANDEY ,  Dhanendra SINGH ,  Rajesh KATKAR ,  Salil DHAWAN

IPC: H04M3/523 ,  H04M3/51

Abstract: A system automatically prioritizes and resumes disconnected customer interactions. The system includes a processor to perform operations that include: receiving a list of disconnected customer interactions, including their metadata; using a prioritization module and the metadata, assigning a priority score to each disconnected interaction; with a queuing module and the respective priority scores, with an agent assignment module, arranging the disconnected interactions in a priority order; assigning an available agent to each disconnected interaction in the priority order; selecting a channel for each disconnected interaction in the priority order, based on a channel recommendation module and the metadata; and re-connecting a disconnected customer with the respective agent via the respective channel for each respective disconnected customer interaction in the priority order.