| CPC H04M 3/5233 (2013.01) [H04M 3/5175 (2013.01); H04M 2203/408 (2013.01)] | 18 Claims |
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1. A system adapted to automatically prioritize and resume disconnected customer interactions, the system comprising:
a processor and a non-transitory computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise:
receiving a list of disconnected customer interactions, wherein the list includes metadata for each disconnected customer interaction;
assigning a respective priority score to each respective disconnected customer interaction of the list of disconnected customer interactions with a prioritization module and the metadata;
arranging the respective disconnected customer interactions in an order with a queuing module and the respective priority scores;
assigning a respective available agent to each respective disconnected customer interaction in the order with an agent assignment module;
selecting a respective channel for each respective disconnected customer interaction in the order based on a channel recommendation module and the metadata; and
re-connecting a respective disconnected customer with the respective agent via the respective channel for each respective disconnected customer interaction in the order, wherein the metadata includes at least:
a request type, a time of day, a duration, an agent, an escalation level, and a channel of each respective disconnected customer interaction;
a request type, a time of day, a duration, a channel, an agent, a disconnection status, an escalation level; and a satisfaction level of at least two past interactions of the respective disconnected customer of the respective disconnected customer interaction; and
for the respective disconnected customer of the respective disconnected customer interaction:
a customer segment, a customer age group, or a customer location.
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