US 12,267,461 B2
Method for dynamically prioritizing inbound interactions in a digital multi-channel contact center
Pramod Giri, Pune (IN); Salil Dhawan, Pune (IN); and Swati Kadu, Pune (IN)
Assigned to NICE LTD., Ra'Anana (IL)
Filed by NICE LTD., Ra'anana (IL)
Filed on Jul. 26, 2023, as Appl. No. 18/226,283.
Prior Publication US 2025/0039304 A1, Jan. 30, 2025
Int. Cl. H04M 3/523 (2006.01)
CPC H04M 3/5235 (2013.01) 16 Claims
OG exemplary drawing
 
1. A computer-implemented method for dynamically prioritizing inbound interactions in a digital multi-channel contact center comprising:
for each inbound interaction via a digital channel:
(i) operating an interaction analyzer module to extract one or more metadata parameters from the inbound interaction;
(ii) operating a prioritization module to calculate a Digital Interaction Priority Score (DIPS) of the inbound interaction based on the one or more metadata parameters; and
(iii) forwarding the DIPS to an interaction distribution module to route the inbound interaction to an agent based on the DIPS,
wherein the DIPS is periodically updated until the interaction is assigned to the agent.