US 12,355,919 B2
Techniques for data matching in a contact center system
Zia Chishti, Washington, DC (US)
Assigned to Afiniti AI Limited, Dublin (IE)
Filed by Afiniti AI Limited, Dublin (IE)
Filed on May 16, 2024, as Appl. No. 18/666,310.
Application 18/666,310 is a continuation of application No. 18/351,914, filed on Jul. 13, 2023.
Application 18/351,914 is a continuation of application No. 17/845,692, filed on Jun. 21, 2022, granted, now 11,743,388, issued on Aug. 29, 2023.
Application 17/845,692 is a continuation of application No. 15/826,093, filed on Nov. 29, 2017, granted, now 11,399,096, issued on Jul. 26, 2022.
Prior Publication US 2024/0305717 A1, Sep. 12, 2024
Int. Cl. H04M 3/00 (2024.01); G06F 16/23 (2019.01); G06F 16/27 (2019.01); G06Q 10/0631 (2023.01); G06Q 30/01 (2023.01); H04M 3/523 (2006.01); H04M 5/00 (2006.01)
CPC H04M 3/5232 (2013.01) [G06F 16/2365 (2019.01); G06F 16/27 (2019.01); G06Q 10/06311 (2013.01); G06Q 10/06315 (2013.01); G06Q 30/01 (2013.01); H04M 2203/551 (2013.01); H04M 2203/556 (2013.01); H04M 2203/558 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for data matching in a contact center system comprising:
receiving, at a data matching module communicatively coupled to at least one switch of the contact center system and configured to perform data matching operations in the contact center system, a first set of data comprising historical contact interactions from a contact interaction database, wherein the contact interaction database is communicatively coupled to the data matching module;
receiving, at the data matching module, a second set of data comprising historical contact interaction outcomes from an outcome database, wherein the outcome database is communicatively coupled to the data matching module;
determining, by the data matching module, a first matching criteria based at least in part on a first set of characteristics associated with the historical contact interactions in the first set of data and a second set of characteristics associated with the historical contact interaction outcomes in the second set of data;
matching, by the data matching module, a first historical contact interaction in the first set of data with a second historical contact interaction outcome in the second set of data based at least in part on the first matching criteria;
identifying, by the data matching module, at least one error in the match of the first historical contact interaction in the first set of data and the second historical contact interaction outcome in the second set of data;
determining, by the data matching module, a second matching criteria based at least in part on a third set of characteristics associated with the historical contact interactions in the first set of data and a fourth set of characteristics associated with the historical contact interaction outcomes in the second set of data; and
matching, by the data matching module, a third historical contact interaction in the first set of data with a fourth historical contact interaction outcome in the second set of data based at least in part on the second matching criteria.