首页>
外国专利>
Automation of contact workflow and automated service agents in contact center system
Automation of contact workflow and automated service agents in contact center system
展开▼
机译:联络中心系统中联络工作流程和自动化服务代理的自动化
展开▼
页面导航
摘要
著录项
相似文献
摘要
Systems for providing a contact center system detect patterns in the behavior of service agent users and customers having a customer service issue. The system records activity data describing interactions of the users with a virtualized contact center and with each other; the activity data is aggregated and then analyzed (e.g., using a machine learning engine) to measure one or more metrics that define a behavior pattern. The analysis identifies an intent expressed by customers having a common issue, and further identifies attributes of the intent as well as the actions taken by the service agents in response to the intent. The system uses the analysis to generate a workflow of potential interactions that resolve the issue. The system automates the workflow by generating and deploying a computerized service agent configured to interact with customers of a contact center and execute the workflow.
展开▼