System and method for managing customer interactions in an enterprise

Abstract

Managing customer interactions in an enterprise, that includes determining at least one objective of an incoming call request from a customer of the enterprise; establishing an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective; allocating the plurality of agents to the on-going customer communication session based on the determined at least one objective; and monitoring the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session. Also, based on the determined one or more attributes associated with the on-going customer communication session, automatically changing a number of the plurality of agents allocated to the on-going customer communication session.

What is claimed is: 
     
         1 . A computer-implemented method for managing customer interactions in an enterprise, the method comprising:
 determining, by a computer system of the enterprise, at least one objective of an incoming call request from a customer of the enterprise;   establishing, by the computer system of the enterprise, an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective;   allocating, by the computer system of the enterprise, the plurality of agents to the on-going customer communication session based on the determined at least one objective;   monitoring, by the computer system of the enterprise, the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session; and   automatically changing, by the computer system of the enterprise, a number of the plurality of agents allocated to the on-going customer communication session based on the determined one or more attributes associated with the on-going customer communication session.   
     
     
         2 . The computer-implemented method of  claim 1 , wherein the at least one objective is determined via at least one of a speech analysis system, an image analysis system, or a text analysis system. 
     
     
         3 . The computer-implemented method of  claim 1 , wherein the plurality of agents comprise at least one human agent. 
     
     
         4 . The computer-implemented method of  claim 3 , wherein the determined one or more attributes comprises an emotion of the customer, an emotion of the at least one human agent, or both. 
     
     
         5 . The computer-implemented method of  claim 4 , wherein the emotion of the customer is determined via at least one of a speech analysis system, an image analysis system, or a text analysis system. 
     
     
         6 . The computer-implemented method of  claim 1 , wherein automatically changing the number of the plurality of agents allocated to the on-going customer communication session comprises adding an additional human agent. 
     
     
         7 . The computer-implemented method of  claim 1 , wherein the plurality of agents comprise at least two human agents, and
 wherein automatically changing the number of the one or more agents allocated to the on-going customer communication session comprises de-allocating one of the at least two human agents.   
     
     
         8 . The computer-implemented method of  claim 1 , wherein the on-going communication session is a conference session comprising at least one of an audio conference session, a video conference session, or a text conference session. 
     
     
         9 . The computer-implemented method of  claim 8 , wherein allocating the plurality of agents to the on-going customer communication session based on the determined at least one objective comprises connecting a communication device associated with at least one human agent to the conference session. 
     
     
         10 . The computer-implemented method of  claim 1 , wherein the plurality of agents comprises at least one automated resource of the enterprise. 
     
     
         11 . A system for managing customer interactions in an enterprise, comprising:
 a processor;   a storage device in communication with the processor and storing executable instructions, the executable instructions when executed by the processor cause the processor to:
 determine at least one objective of an incoming call request from a customer of the enterprise; 
 establish an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective; 
 allocate the plurality of agents to the on-going customer communication session based on the determined at least one objective; 
 monitor the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session; and 
 automatically change a number of the plurality of agents allocated to the on-going customer communication session based on the determined one or more attributes associated with the on-going customer communication session. 
   
     
     
         12 . The system of  claim 11 , wherein the at least one objective is determined via at least one of a speech analysis system, an image analysis system, or a text analysis system. 
     
     
         13 . The system of  claim 11 , wherein the plurality of agents comprise at least one human agent. 
     
     
         14 . The system of  claim 13 , wherein the determined one or more attributes comprises an emotion of the customer, an emotion of the at least one human agent, or both. 
     
     
         15 . The system of  claim 14 , wherein the emotion of the customer is determined via at least one of a speech analysis system, an image analysis system, or a text analysis system. 
     
     
         16 . The system of  claim 11 , wherein automatically changing the number of the plurality of agents allocated to the on-going customer communication session comprises adding an additional human agent. 
     
     
         17 . The system of  claim 11 , wherein the plurality of agents comprise at least two human agents, and
 wherein automatically changing the number of the one or more agents allocated to the on-going customer communication session comprises de-allocating one of the at least two human agents.   
     
     
         18 . The system of  claim 11 , wherein the on-going communication session is a conference session comprising at least one of an audio conference session, a video conference session, or a text conference session. 
     
     
         19 . The system of  claim 18 , wherein allocating the plurality of agents to the on-going customer communication session based on the determined at least one objective comprises connecting a communication device associated with at least one human agent to the conference session. 
     
     
         20 . The system of  claim 11 , wherein the plurality of agents comprises at least one automated resource of the enterprise.