Patent ID: 8194848

Claim:
A call center system comprising: a rule management unit comprising customer relation management (CRM) rules, wherein each CRM rule comprises one or more rule parameters, said rule parameters to enforce interaction behavior of agents in a call center during interactions with customers; and an adaptive, self-learning module for automatic adaptive modification of said CRM rules, comprising: a collector to receive information related to monitored interactions between the agents of the call center and customers; a database to store sets of interaction details, wherein each set corresponds to a respective one of said monitored interactions and includes one or more rule parameters that were enforced during said interaction, values of said one or more rule parameters and interaction parameters; an analyzer to periodically perform an adaptive analysis on at least a portion of said sets of interaction details; and a generator to produce one or more modified CRM rules based on said analysis; wherein the adaptive module uses a genetic algorithm that simulates an evolution of a population over time.