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1.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：US20090190748A1
公开(公告)日：2009-07-30
申请号：US12331201
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： 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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3.发明授权Separate pattern matching algorithms and computer models based on available caller data 有权基于可用呼叫者数据的独立模式匹配算法和计算机模型公开(公告)号：US08634542B2
公开(公告)日：2014-01-21
申请号：US12331153
申请日：2008-12-09
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M3/42068 , H04M3/4211 , H04M2203/408
摘要： Apparatus and methods are disclosed for routing callers to agents in a contact center. Exemplary methods and system include using one of a plurality of different computer models for matching callers to agents, the model selected based on a degree and/or type of caller data available. The models may include queue routing, performance based matching, adaptive pattern matching algorithms, or other computer models for matching callers to agents. In one example, similar adaptive models may be used for two or more different degrees/types of caller data, but are trained differently, e.g., based on the degree/type of caller data. Different models for routing callers to agents may perform differently for different degrees/types of caller data. Further, training correlation or adaptive pattern matching algorithms based on different degrees/types of caller data may improve their respective performance compared to a single algorithm for all degrees/types of caller data.
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装置和方法。 示例性方法和系统包括使用多个不同计算机模型中的一个来匹配代理人的呼叫者，该模型基于可用的呼叫者数据的程度和/或类型来选择。 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或用于将呼叫者与代理匹配的其他计算机模型。 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度数/类型的呼叫者数据，但是例如基于呼叫者数据的程度/类型而被不同地训练。 用于将呼叫者路由到代理的不同模型可以针对不同程度/类型的呼叫者数据执行不同的模式。 此外，与针对所有度数/类型的呼叫者数据的单个算法相比，基于呼叫者数据的不同程度/类型的训练相关性或自适应模式匹配算法可以改善其各自的性能。
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4.发明授权Selective mapping of callers in a call-center routing system based on individual agent settings 有权基于个人代理设置的呼叫中心路由系统中的呼叫者的选择性映射公开(公告)号：US08295471B2
公开(公告)日：2012-10-23
申请号：US12355618
申请日：2009-01-16
IPC分类号： H04M3/523
CPC分类号： H04M3/5237 , H04M3/42068 , H04M3/4211 , H04M2201/18
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 mapping a first portion of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents and mapping a second portion of the callers (e.g., the remaining portion callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order), which may provide a control group for monitoring or analyzing the effect and/or training of the pattern matching algorithm. The first and second portion may be varied separately for each agent within the contact center. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, 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。 一种示例性方法包括：基于与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分映射到代理，并映射呼叫者的第二部分（例如， 剩余部分呼叫者）代理与呼叫者的第一部分不同的代理（例如，基于队列顺序的映射），其可以提供用于监视或分析模式匹配算法的效果和/或训练的控制组。 第一和第二部分可以针对联络中心内的每个代理单独变化。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果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，第一呼叫解析，消除或其它可变输出。
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公开(公告)号：US08724797B2
公开(公告)日：2014-05-13
申请号：US12869645
申请日：2010-08-26
IPC分类号： H04M3/523
CPC分类号： H04M3/5175 , H04M2203/401
摘要： Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large error in their measure of one or more performance characteristics used for matching callers to agents (e.g., via a performance based or pattern matching routing method). A method includes identifying agents of a plurality of agents having a number of calls fewer than a predetermined number of calls (or an error in the performance characteristic exceeding a threshold), assigning a performance characteristic to the identified agents (that is different than the agent's actual performance characteristic), and routing a caller to one of the plurality of agents based on the performance characteristics of the plurality of agents.
摘要翻译： 公开了用于在呼叫路由中心中估计和分配代理性能特征的系统和方法。 当代理人相对于其他代理商进行的调用次数较少时，或者在其一个或多个性能特征的测量中具有较大的误差时，可以向代理分配性能特征（例如销售率，客户满意度，呼叫持续时间等） 用于将呼叫者匹配到代理（例如，通过基于性能或模式匹配路由方法）。 一种方法包括识别具有少于预定呼叫次数的呼叫数量的多个代理的代理（或者超过阈值的性能特性中的错误），向所识别的代理分配性能特征（不同于代理的 实际性能特征），以及基于多个代理的性能特征将呼叫者路由到多个代理之一。
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公开(公告)号：US08781100B2
公开(公告)日：2014-07-15
申请号：US12490949
申请日：2009-06-24
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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7.发明授权公开(公告)号：US08750488B2
公开(公告)日：2014-06-10
申请号：US13221692
申请日：2011-08-30
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Systems and processes are disclosed for routing callers to agents in a contact center based on predicted call handle times. An exemplary process includes using predicted call handle time as a variable for call routing along with a performance matching and/or psychodemograhpic matching process of caller-agent pairs to maximize sales, customer satisfaction, and so on. The process may allocate the highest performing agents and/or the most “demographic matchable” agents to those callers that are predicted have the shortest duration. The process may further allocate the lowest performing agents and or the least “demographic matchable” agents to those callers that are predicted have the longest duration, or may not allocate the lowest performing agents to any callers at all.
摘要翻译： 公开了系统和过程，用于基于预测的呼叫处理时间将呼叫者路由到联络中心中的代理。 示例性过程包括使用预测的呼叫处理时间作为用于呼叫路由的变量以及呼叫者 - 代理对的性能匹配和/或心理呼叫匹配过程以最大化销售，客户满意度等。 该过程可以将具有最高性能的代理和/或最“人口匹配的”代理分配给具有最短持续时间的那些预测的呼叫者。 该过程可以进一步将最低执行代理和/或最少的“人口统计匹配”代理分配给所预测的具有最长持续时间的呼叫者，或者根本不将最低执行代理分配给任何呼叫者。
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8.发明授权公开(公告)号：US08699694B2
公开(公告)日：2014-04-15
申请号：US12869654
申请日：2010-08-26
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , H04M3/5235
摘要： Systems and methods are disclosed for preprocessing caller-agent pairs in a contact routing center, along with an intelligent routing system. A method includes determining at least one agent data for each agent of a set of agents, determining at least one caller data for each caller of a set of callers, and determining a score for each possible caller-agent pair of the set of agents and the set of callers using the agent data and the caller data in a pattern matching algorithm. The scores for each possible caller-agent pair may then be stored, e.g., in a look-up table, for retrieval, where matching a caller of the set of callers to an agent of the set of agents is based on the previously determined or calculated scores. For example, the caller-agent pair having the best score of all potential caller-agent pairs may be connected.
摘要翻译： 公开了用于在联络路由中心中预处理呼叫者 - 代理对以及智能路由系统的系统和方法。 一种方法包括为一组代理的每个代理确定至少一个代理数据，为一组呼叫者确定每个呼叫者的至少一个呼叫者数据，以及确定该组代理中的每个可能的呼叫者 - 代理对的得分，以及 使用代理数据的呼叫者集合和模式匹配算法中的呼叫者数据。 然后，每个可能的呼叫者 - 代理对的得分可以被存储在例如查找表中，用于检索，其中将呼叫者组的呼叫者与该组代理的代理匹配是基于先前确定的或 计算得分。 例如，可以连接具有所有潜在呼叫者 - 代理对的最佳分数的呼叫者 - 代理对。
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公开(公告)号：US20120051537A1
公开(公告)日：2012-03-01
申请号：US12869654
申请日：2010-08-26
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M3/5235
摘要： Systems and methods are disclosed for preprocessing caller-agent pairs in a contact routing center, along with an intelligent routing system. A method includes determining at least one agent data for each agent of a set of agents, determining at least one caller data for each caller of a set of callers, and determining a score for each possible caller-agent pair of the set of agents and the set of callers using the agent data and the caller data in a pattern matching algorithm. The scores for each possible caller-agent pair may then be stored, e.g., in a look-up table, for retrieval, where matching a caller of the set of callers to an agent of the set of agents is based on the previously determined or calculated scores. For example, the caller-agent pair having the best score of all potential caller-agent pairs may be connected.
摘要翻译： 公开了用于在联络路由中心中预处理呼叫者 - 代理对以及智能路由系统的系统和方法。 一种方法包括为一组代理的每个代理确定至少一个代理数据，为一组呼叫者确定每个呼叫者的至少一个呼叫者数据，以及确定该组代理中的每个可能的呼叫者 - 代理对的得分，以及 使用代理数据的呼叫者集合和模式匹配算法中的呼叫者数据。 然后，每个可能的呼叫者 - 代理对的得分可以被存储在例如查找表中，用于检索，其中呼叫者组的呼叫者与该组代理的代理匹配是基于先前确定的或 计算得分。 例如，可以连接具有所有潜在呼叫者 - 代理对的最佳分数的呼叫者 - 代理对。
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公开(公告)号：US20120051536A1
公开(公告)日：2012-03-01
申请号：US12869645
申请日：2010-08-26
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M2203/401
摘要： Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large error in their measure of one or more performance characteristics used for matching callers to agents (e.g., via a performance based or pattern matching routing method). A method includes identifying agents of a plurality of agents having a number of calls fewer than a predetermined number of calls (or an error in the performance characteristic exceeding a threshold), assigning a performance characteristic to the identified agents (that is different than the agent's actual performance characteristic), and routing a caller to one of the plurality of agents based on the performance characteristics of the plurality of agents.
摘要翻译： 公开了用于在呼叫路由中心中估计和分配代理性能特征的系统和方法。 当代理人相对于其他代理商进行的调用次数较少时，或者在其一个或多个性能特征的测量中具有较大的误差时，可以向代理分配性能特征（例如销售率，客户满意度，呼叫持续时间等） 用于将呼叫者匹配到代理（例如，通过基于性能或模式匹配路由方法）。 一种方法包括识别具有少于预定呼叫次数的呼叫数量的多个代理的代理（或者超过阈值的性能特性中的错误），向所识别的代理分配性能特征（不同于代理的 实际性能特征），以及基于多个代理的性能特征将呼叫者路由到多个代理之一。
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