Patent Document ID: 8811590
Application ID: 13462081
Patent Flag: 1

Claim One:
1. A call center system comprising hardware operating software and comprising: a rule management unit comprising hardware operating software, the 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, the interaction behavior of agents enforced via hardware terminals operatively connected to the rule management unit; 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, the information captured via the hardware terminals; a database to store sets of interaction details, wherein each set corresponds to a respective one of said monitored interactions and comprises one or more rule parameters that were enforced on agent behavior 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 modified rule parameters, by altering the parameters randomly within boundaries, to enforce interaction behavior of agents via the hardware terminals, the generator producing the rule parameters based on said analysis, at least some of said rule parameters being different from each other resulting in different variations of a CRM rule, and to assign said parameters that are different from each other to respective different subsets of the agents in the call center.