Abstract:
A trend is identified by examining multiple communications in a contact center. For example, a trend can be a specific issue or problem related to a product. A communication related to the trend is identified. Based on identification of the trend, a process for routing the communications in the contact center is altered. 
     In one embodiment, different menus/items in an Interactive Voice Response (IVR) system are changed based on the identified trend. In other embodiments, communications related to the trend are identified and moved to different queues or held in queues until there is a valid response. The identified communications can be responded to automatically, by specific agents, by group mailings, and the like. In addition, prior communications that relate to the trend are identified. This allows additional responses to be sent or processes to be altered in order to provide the customer with a better quality of service.

Description:
TECHNICAL FIELD 
       [0001]    The system and method relates to contact centers and in particular to identifying trends in contact centers. 
       BACKGROUND 
       [0002]    Contact centers have dealt with trends in various ways. For example, an agent in the contact center may notice an increase in the number of calls related to a particular product, a new problem with a product, and the like. The agent can inform other agents and/or supervisors about the issue and how to deal with the issue. Scripts/responses for the agents of the contact center can be generated based on the issue. This way the agents in the contact center can more easily deal with the problem when customers call in with questions about the issue. 
         [0003]    The problem with existing solutions is that by the time a trend is identified, the contact center may be overwhelmed and unable to handle a large number of customers calling about the issue. This results in decreased customer satisfaction and loss of business. What is needed is a more elegant way of identifying trends and automated ways to more efficiently handle customers when there is an issue that may require the contact center to handle a large number of communications dealing with the issue. 
       SUMMARY 
       [0004]    The system and method are directed to solving these and other problems and disadvantages of the prior art. A trend is identified by examining multiple communications in a contact center. For example, a trend can be a specific issue or problem related to a product that is increasing or decreasing. A communication related to the trend is identified. Based on identification of the trend, a process for routing the communications in the contact center is altered. 
         [0005]    In one embodiment, different menus/items in an Interactive Voice Response (IVR) system are changed based on the identified trend. In other embodiments, communications related to the trend are identified and moved to different queues or held in queues until there is a valid response. The identified communications can be responded to automatically, by specific agents, by group mailings, and the like. In addition, prior communications that relate to the trend are identified. This allows additional responses to be sent or processes to be altered in order to provide the customer with a better quality of service. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0006]    These and other features and advantages of the system and method will become more apparent from considering the following description of an illustrative embodiment of the system and method together with the drawing, in which: 
           [0007]      FIG. 1  is a block diagram of a first illustrative system for identifying a trend and altering a process in a contact center. 
           [0008]      FIG. 2  is a block diagram of a second illustrative system for identifying a trend and altering a process in a contact center. 
           [0009]      FIG. 3  is a flow diagram of a method for identifying a trend and altering a process in a contact center. 
           [0010]      FIG. 4  is a flow diagram of a method of altering processes in a contact center. 
           [0011]      FIG. 5  is a flow diagram of a method of responding to trends in a contact center. 
       
    
    
     DETAILED DESCRIPTION 
       [0012]    Some embodiments will be illustrated below in conjunction with one or more exemplary communication systems. Although well suited for use with, e.g., a system using switch(es), server(s) and/or database(s), communications endpoints, etc., the embodiments are not limited to use with any particular type of contact center or configuration of system elements. Those skilled in the art will recognize that the disclosed techniques may be used in any contact center application in which it is desirable to provide enhanced features. 
         [0013]      FIG. 1  is a block diagram of a first illustrative system  100  for identifying a trend and altering a process  104  in a contact center  101 . First illustrative system  100  comprises a contact center  101 , a communication device  130 , a social network  120 , a network  140 , and agent terminals  110 A- 110 B. Communication device  130  can be any type of device that can communicate, such as a personal computer, a telephone, a Personal Digital Assistant (PDA), a cellular telephone, a server, a web server, an email server, a radio, and the like. Social network  120  can be any type of social network where users can interact, such as Facebook®, Twitter®, a blog site, and the like. Network  140  can be any type of network that allows communications, such as a Local Area Network (LAN), a Wide Area Network (WAN), the Internet, a cellular network, the Public Switched Telephone Network, a combination of these, and the like. Agent terminals  110 A- 110 B can be any device that allows a contact center agent to process communications, such as a telephone, a personal computer, a cellular telephone, a terminal, a display, a keypad, and the like. 
         [0014]    Contact center  101  can be any type of contact center that can monitor any type of communications. For example, contact center  101  can monitor a variety of communications, such as voice communications, video communications, text communications, emails, Instant Messages (IM), communications on a social network  120 , and the like. Contact center  101  is shown as a single system. However, contact center  101  can be distributed between a variety of devices, such as servers, databases, Private Branch Exchanges (PBXs), switches, routers, and the like. 
         [0015]    Contact center  101  further comprises a communication monitor  102 , a controller  103 , and a process(es)  104 . Communication monitor  102  can be any software/hardware that can monitor one or more types of communications. Communication monitor  102  can monitor communications from a variety of sources and in a variety of ways, such as on social network  120 , to and from communication device  130 , to and from a telephone, an email, an Instant Message (IM), communications between communication devices  130 , and the like. Controller  103  can be any hardware/software that can monitor/alter process(es)  104  in contact center  101 . 
         [0016]      FIG. 2  is a block diagram of a second illustrative system  200  for identifying a trend and altering a process  104  in a contact center  101 .  FIG. 2  comprises contact center  101 , communication device  130 , social network  120 , network  140 , and agent terminals  110 A- 110 B. Contact center  101  comprises communication monitor  102 , controller  103 , and process(es)  104 . Contact center  101  can further comprise stored prior response(s)  210 , stored communication(s)  211 , queue(s)  221 , and Interactive Voice Response (IVR) system(s)  231 . 
         [0017]    Process  104  can further comprise queue process  220 , Interactive Voice Response System (IVR) process  230 , and other processes (not shown). Queue process  220  can be any process related to queue  221  such as placing a communication into queue  221  to be serviced by an agent, determining into which queue  221  to place a communication, moving a communication from one queue  221  to another queue  221 , automatically responding to a communication in queue  221 , placing a communication on hold in queue  221 , and the like. 
         [0018]    IVR process  230  can be any process associated with IVR system  231 . For example, IVR system  231  typically contains a sequence of menus/menu items that a user has to navigate to in order to communicate with an agent at agent terminal  110 . A menu would be, for instance, where IVR system  231  provides the following menu items (options) to a person who has called into contact center  101 : “select 1 for issue A or select 2 for issue B.” IVR system  230  may have one or more menus for a caller to navigate. The menus may be in series and/or parallel based on various implementations. Each menu may have one or more menu items (options). IVR process  230  can be how menus and/or items are added, replaced, and/or deleted in IVR system  231 . 
         [0019]    IVR system  231  can also comprise a video response system. In this case, the menus/items would be video menus/items that a user would select in order to be connected to an agent. 
         [0020]    Stored prior response(s)  210  can be any prior response related to contact center  101 . For example, stored prior response  210  can be a prior response by an agent to an issue, an automatic response sent by contact center  101 , a response posted on social network  120 , a recorded response by an agent, a response in IVR system  231 , and the like. Stored communication(s)  211  can be any type of communication in any state that can be stored, such as a current communication that is being stored (e.g., a recorded conversation of an agent with a customer), or a prior communication. Stored communication  211  can be in any type of medium, such as a voice communication, a text communication, a voice mail, an email, an Instant Message, a video communication, a post on social network  120 , a document, and the like. Stored communication  211  can be converted from one medium to a different medium (e.g., a voice communication converted to text). 
         [0021]    Communication monitor  102  identifies a trend related to contact center  101  by examining multiple communications. For example, communication monitor  102  can monitor social network  120  for posts regarding product ABC from company X. Communication monitor  102  can also monitor incoming emails and voice calls from communication device  130 . Based on examining these communications, communication monitor  102  can identify a trend. A trend can be identified based on a variety of factors, such as an increase over a previously established level (e.g., a number of posts on a subject in a time period), a decrease under a previously defined threshold, a threshold over a time period, a number of communications on a new subject, a single mention of a secret product, and the like. For instance, communication monitor  102  can identify a new type of failure of product ABC based on a specific number of posts on social network  120  discussing the failure of product ABC in an hour. 
         [0022]    Communication monitor  102  identifies one or more communications that are related to the trend. The identified communications can be part of the monitored communications, new communications, previous communications, and the like. For instance, communication monitor  102  can monitor incoming communication(s) to contact center  101  to determine if they are related to the trend. How a communication is related to a trend can be determined in a variety of ways. For example, a communication can be identified as related based on how many times a key word is mentioned, by just mentioning a key word(s), based on a ranking of different words in the communication, by ranking the communication in relation to other communications, and the like. In response to identifying the trend, controller  103  alters process  104 , which is used to route communication(s) related to the trend in contact center  101 . 
         [0023]    Altering process  104  allows communications related to the trend to be handled in contact center  101  in a more efficient manner. For instance, assume that process  104  is a queue process  220  of placing a communication in a queue  221  to be processed by an agent A at agent terminal  110 A. Based on identifying that the communication is related to the trend, controller  103  alters this process and now moves the communication related to the trend into a different queue  221  that is processed by agent B (who is more familiar with the problem than agent A) at communication terminal  110 B. 
         [0024]    In a second example, assume that process  104  is IVR process  230 , where there are a defined set of menu items in IVR system  231 . The initial menu in IVR system  231  that a caller hears is “enter 1 for product Y and enter 2 for product Z.” Agent A handles product Y and agents B and C handle product Z. For product Z, agents B and C handle the calls as they come in depending on who is available. After identifying that there is a trend, for example, that there is a specific failure F in product Z, controller  103  automatically modifies the menu of IVR system  231  so that the menu now has an additional menu item that now states “enter 1 for product Y, enter 2 for issue F in product Z, enter 3 for all other issues with product Z.” A user with failure F (a communication related to the trend, which is identified by the user&#39;s selection) can now be directed to an agent who knows more about failure F in product Z; this allows the agent to resolve the customer&#39;s issue more quickly. 
         [0025]    The determination of which agent will handle which communication related to the trend can be done automatically by examining a profile of each of the agents in contact center  101 . For instance, if agent B&#39;s profile indicated that he is an expert on failure F and agent C&#39;s profile indicated that she has little experience with failure F, then controller  103  can route communications to a queue  221  for agent B when the caller selects option 2. 
         [0026]    The above exemplary embodiment describes adding a menu to IVR system  231 . However, this is just one way an IVR process  230  can be modified. For instance, a menu and/or item in IVR system  231  can be added, replaced, and/or deleted in response to identifying a trend. Another option would be to change some of the grammar in an IVR menu or the order in which the menu items are presented. 
         [0027]      FIG. 3  is a flow diagram of a method for identifying a trend and altering process  104  in a contact center  101 . Illustratively, contact center  101 , communication device  130 , communication monitor  102 , controller  103 , process  104 , queue process  220 , IVR process  230 , queue  221 , IVR system  231 , and agent terminal  110  are stored-program-controlled entities, such as a computer or processor, which performs the method of  FIGS. 3-5  and the processes described herein by executing program instructions stored in a tangible computer readable storage medium, such as a memory or disk. The methods shown in  FIGS. 3-5  are shown in a specific order. However, as one of ordinary skill in the art would recognize, the order of the various steps can occur in different orders; in addition, steps can be added, deleted, and/or combined without detracting from the scope or enablement of the system and method. 
         [0028]    Communication monitor  102  identifies in step  300  a trend related to contact center  101  by examining multiple (a plurality of) communications. Based on examining these communications, communication monitor  102  can identify a trend. Communication monitor  102  identifies in step  302  one or more communications that are related to the trend. In response to identifying the trend, controller  103  alters in step  304  process  104 ; process  104  is used to route communication(s) related to the trend in contact center  101 . 
         [0029]      FIG. 4  is a flow diagram of a method of altering processes  104  in a contact center  101 .  FIG. 4  is an exemplary embodiment of step  304  in  FIG. 3 . Controller  103  determines in step  400  whether to alter one or more IVR processes  230  of IVR system  231 . If it is determined to alter one or more IVR processes  230  of IVR system  231  in step  400 , the menus/items and/or other IVR processes  230  in IVR system  231  are altered in step  410  and the process goes to step  402 . Otherwise, if it is determined not to alter IVR process  230  in IVR system  231  in step  400 , the process goes to step  402 . 
         [0030]    Controller  103  determines in step  402  if it is necessary to place the communication related to the trend in a different queue  221 . If it is necessary to place the communication related to the trend in a different queue  221  in step  402 , the communication related to the trend is placed in a different queue  221  in step  412  and the process goes to step  404 . Otherwise, if it is not necessary to place the communication related to the trend in a different queue  221  in step  402 , the process goes to step  404 . 
         [0031]    Controller  103  determines in step  404  if it is necessary to hold communication(s) related to the trend in queue  221  until a response is determined. Determining how to respond can be done in a variety of ways. For example, controller  103  can alert a supervisor about the trend. Once the supervisor has determined a way for agents to respond, the supervisor can then allow communication(s) related to the trend in queue  221  to be processed by all agents or by specifically defined agents. If specific agents were designated, the process previously described in steps  402  and  412  (even though shown previously) can be used to route the communications related to the trend to the specific agents by placing the held communications in different queues  221 . If controller  103  determines in step  404  that it is necessary to hold communication(s) related to the trend in queue  221 , the process holds  414  the communication(s) related to the trend in queue  221  until a response is determined and the process goes to step  406 . Otherwise, if controller  103  determines in step  404  that it is not necessary to hold communication(s) related to the trend in queue  221 , the process goes to step  406 . 
         [0032]    Controller  103  determines in step  406  whether to automatically respond to the communication(s) related to the trend. If controller  103  determines in step  406  to automatically respond, an automatic response to the communication related to the trend is sent in step  416  and the process goes to step  500  in  FIG. 5 . Otherwise, if controller  103  determines in step  406  not to send an automatic response, the process goes to step  500  in  FIG. 5 . The automatic response can be generated/retrieved from various sources. For instance, the response that is sent in step  416  can be a stored prior response  210  that an agent created to respond to the problem. The criteria for determining whether to send the automatic response can be based on different parameters, such as a determination by controller  103 , a determination by a supervisor, by the type of trend, and the like. 
         [0033]    As an example of how steps  406  and  416  can work, consider the following. Assume that there are communication(s) related to the trend in queue  221  waiting for service by an agent. After identifying the trend, a supervisor in contact center  101  determines to use a prior response  210  by an agent to automatically respond to communications related to the trend. Controller  103  automatically responds to the communications related to the trend in queue  221  using prior communication  210 . Optionally, controller  103  can then remove the communication(s) related to the trend from queue  221  so that the agent does not service the communication(s) related to the trend. The communication(s) can be optionally left in queue  221  so that the agent can review the communication(s) to make sure than no additional follow up is necessary. If follow up is necessary, the agent can also respond to the communication(s). Now, as new communications related to the trend come into contact center  101 , controller  103  can automatically respond to these communications as well. 
         [0034]      FIG. 5  is a flow diagram of a method of responding to trends in a contact center  101 .  FIG. 5  is a continuation of the method of  FIG. 4  and step  304 . Controller  103  determines in step  500  whether to allow an agent to respond to the communication related to the trend. If the agent is to respond to the communication related to the trend, the agent responds in step  506  to the communication related to the trend and the process goes to step  502 . Otherwise, if the agent is not to respond to the communication related to the trend, the process goes to step  502 . 
         [0035]    Consider the following examples of how steps  500  and  506  can work. Assume that queue  221  contains five emails that controller  103  has identified as related to the trend and it has been determined that agent A is to respond to the five emails. The five emails are placed in queue  221  for agent A to respond to. The five emails can be identified to agent A as related to the trend in various ways such as a specific color, a text identifier, presenting the identified emails in a list, and the like. Agent A can then respond individually to each of the five emails. Alternatively, agent A, upon looking at the five emails, creates a single response to all five emails. Agent A then selects the five emails and sends the single response to all five emails at the same time. 
         [0036]    In step  502 , communication monitor  102  determines if there are any prior communications related to the trend. A prior communication is any communication that has not been processed prior to determining the trend. The prior communication(s) can be previous communications with contact center  101  that have been stored in stored communication(s)  211 . The prior communication(s) can be communications that are mined from social network  120  and the like. If there are not any prior communication(s) related to the trend in step  502 , the process goes to step  516 . 
         [0037]    Otherwise, if there are prior communication(s) related to the trend in step  502 , controller  103  determines in step  508  if a prior response  210  to the prior communication(s) was sent. If a prior response was sent in step  508 , controller  103  determines in step  510  if sending an additional response is necessary; if so, an additional response is sent in step  510  and the process goes to step  512 . Otherwise, if a prior response was not sent in step  508 , the process goes to step  512 . 
         [0038]    Consider the following example of sending an additional response. Agent A sent a prior response regarding a problem. Later, after determining the trend related to the problem, it is determined by controller  103  by examining the communications related to the trend that the prior response contained an errant statement. Controller  103  identifies the prior response that contained the errant statement (e.g., by highlighting the errant statement) to agent A. Agent A then sends an additional response that clarifies the prior response. 
         [0039]    In step  512 , controller  103  determines whether to alter current process  104  based on the prior communications determined in step  502 . If controller  103  determines in step  512  to alter current processes  104 , controller  103  alters the current process  104  in step  514  (e.g., in a similar manner as done in  FIG. 4 ). The process is done  504 . 
         [0040]    In step  516 , controller  103  determines if the communication has been dealt with (i.e., the communication is dealt with in steps  400 ,  402 ,  404 , and/or  406 ). If the communication has not been dealt with in step  516 , the communication is sent to an agent in step  516  for processing and the process is done  504 . Otherwise, if the communication has been dealt with in step  516 , the process is done  504 . 
         [0041]    The phrases “at least one,” “one or more,” and “and/or” are open-ended expressions that are both conjunctive and disjunctive in operation. For example, each of the expressions “at least one of A, B and C,” “at least one of A, B, or C,” “one or more of A, B, and C,” “one or more of A, B, or C” and “A, B, and/or C” means A alone, B alone, C alone, A and B together, A and C together, B and C together, or A, B and C together. 
         [0042]    The term “a” or “an” entity refers to one or more of that entity. As such, the terms “a” (or “an”), “one or more” and “at least one” can be used interchangeably herein. It is also to be noted that the terms “comprising,” “including,” and “having” can be used interchangeably. 
         [0043]    Of course, various changes and modifications to the illustrative embodiment described above will be apparent to those skilled in the art. These changes and modifications can be made without departing from the spirit and the scope of the system and method and without diminishing its attendant advantages. The above description and associated figures teach the best mode of the invention. The following claims specify the scope of the invention. Note that some aspects of the best mode may not fall within the scope of the invention as specified by the claims. Those skilled in the art will appreciate that the features described above can be combined in various ways to form multiple variations of the invention. As a result, the invention is not limited to the specific embodiments described above, but only by the following claims and their equivalents.