Patent ID: 9674356
Date: 2017-06-06
CPC Classifications: G06Q,H04M

Claim:
1. A machine learning method for contact center use, the machine learning method comprising: monitoring, by a processor, activities associated with a plurality of contact centers; extracting a pattern based on the monitored activities; identifying customer satisfaction predictors from the extracted pattern; updating, by the processor, a knowledge base based on the monitored activities; monitoring, by the processor, interaction for a particular contact center; predicting, by the processor, an outcome for the particular contact center based on the interaction monitored for the particular contact center, and the customer satisfaction predictors identified from the extracted pattern; generating, by the processor, a recommended routing strategy for a routing point based on the predicted outcome, wherein the recommended routing strategy includes computer instructions that indicate how interactions arriving at the routing point are to be routed to resources of the contact center; and establishing, by an edge device, a communication session between a particular resource of the contact center and a particular end user device based on execution of the routing strategy.