WO2002026017A2 - Routing based on the contents of a shopping cart - Google Patents
Routing based on the contents of a shopping cart Download PDFInfo
- Publication number
- WO2002026017A2 WO2002026017A2 PCT/US2001/029109 US0129109W WO0226017A2 WO 2002026017 A2 WO2002026017 A2 WO 2002026017A2 US 0129109 W US0129109 W US 0129109W WO 0226017 A2 WO0226017 A2 WO 0226017A2
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- customer
- item
- collection
- value
- routing
- Prior art date
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Classifications
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/10—Office automation; Time management
- G06Q10/107—Computer-aided management of electronic mailing [e-mailing]
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0241—Advertisements
- G06Q30/0251—Targeted advertisements
- G06Q30/0253—During e-commerce, i.e. online transactions
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
Definitions
- the present invention relates generally to routing contacts based on predetermined criteria and specifically to routing contacts in an Internet call center.
- E-commerce web-sites are becoming increasingly popular with consumers as an efficient, convenient and low cost way to shop for merchandise.
- the customer's web browser accesses web pages provided by the web-site's web server.
- the customer can add merchandise to be purchased to a "shopping cart" by clicking on an icon.
- the shopping cart is a data structure typically stored on the customer's computer or on the web server.
- the data structure is forwarded along with a cookie identifying the customer to the web server which processes the order.
- the invention is generally directed to the routing of a contact to a contact center based on one or more of the identification of a customer, a file address associated with the customer, the historical business relationship with the customer, an estimated business value of the customer, one or more of the items in an order or collection of item(s) of the customer, and or a value of one or more of the items in the collection of item(s).
- This information is typically used to decide on the quality and/or skills of the agent needed to service the contact and/or the prioritization of the contact to provide more desirable customers with lower queue wait times.
- a method for routing contacts in a contact center includes the steps of:
- evaluating a collection of one or more items e.g., a data structure such as a shopping cart, an electronic order such as a fax, a webform, e-mail text, voice call, NoIP , text chat, electronic documents, voice message, etc.
- items e.g., a data structure such as a shopping cart, an electronic order such as a fax, a webform, e-mail text, voice call, NoIP , text chat, electronic documents, voice message, etc.
- the contact can be in the form of a voice communication or an electronic communication, such as e-mail, fax, webform, NoIP, and voice message.
- the use of the value of item(s) in the collection and/or type(s) of item(s) in the collection to determine the quality and skills of the agent to service the customer and/or to prioritize the contact should curtail abandonment of high- value transactions and thereby reduce overall business losses.
- the collection of one or more items is an electronic order accessed via a network by a computational component associated with the contact center.
- the computational component can be an applet or similar software architecture.
- an applet is an application program, such as an application program that is downloaded automatically through a World Wide Web browser and executed on the recipient's computer. This configuration is particularly useful in E-commerce web-sites associated with an Internet contact center.
- the steps typically preceding the routing step are: (a) providing the customer with at least one web page that describes (or lists) one or more items; and (b) clicking on an icon on the at least one web page.
- the icon can be a contact icon, an icon associated in some way with an item (e.g., clicking on the icon causes the item to be added to a shopping cart, wish cart, or wish list).
- a "web page” is a file of information made available for viewing, such as a file made available for viewing on the World Wide Web, and typically seen by the user as a page of information on the screen
- an "icon” is a picture or figure or symbol on a display that represents a particular object, operation and/or group of files.
- the method includes the step of comparing (i) and/or (ii) with predetermined information (e.g., a file or set of one or more items and/or a value) to determine the objective or destination of the routing step.
- predetermined information e.g., a file or set of one or more items and/or a value
- the objective of the routing step for example, is a queue or a working agent.
- a system for servicing contacts in a contact center includes:
- evaluating means e.g., software
- routing means e.g., software
- a system for servicing contacts in a contact center includes:
- an evaluator for evaluating a collection of one or more items of a customer to determine at least one of (i) one or more item(s) in the collection and (ii) the value(s) of one or more item(s) in the collection;
- a router for routing a contact of the customer to at least one of a working agent and queue in the contact center based on (i) and/or (ii).
- FIG. 1 is a block diagram of a contact center according to a first embodiment of the present invention
- Fig. 2 is a flowchart depicting a method of operation of the contact center according to a second embodiment of the present invention.
- FIG. 3 is a flowchart depicting a method of operation of the contact center according to a third embodiment of the present invention.
- DETAILED DESCRIPTION Fig. 1 shows an illustrative embodiment of the present invention.
- a contact center comprises a central server 10 (such as a modified version of the CRM Central 2000 ServerTM of Lucent Technologies, Inc.), a set of data stores or databases 12 containing contact or customer related information and other information that can enhance the value and efficiency of the contact, and a plurality of servers, namely a fax server 24, a web server 20, an email server 16, and other servers 13, a private branch exchange PBX 28 (or private automatic exchange PAX), a plurality of working agents 14 operating computer work stations, such as personal computers, and/or telephones or other type of voice communications equipment, all interconnected by a local area network LAN (or wide area network WAN) 36.
- a local area network LAN or wide area network WAN
- the fax server 24, web server 20 and email server 16 are connected via communication connections 40 to an Internet and/or intranet 44.
- the other servers 13 can be connected via optional communication lines 22, 32 to the PBX 28 and/or Internet or intranet 44.
- other servers 13 could include a scanner (which is normally not connected to the PBX 28 or Internet or intranet 44), interactive voice recognition INR software, NoIP software, video call software, voice messaging software, an IP voice server, and the like.
- the PBX 28 is connected via a plurality of trunks 18 to the public switch telecommunication network PSTN 48 and to the fax server 24 and telephones of the agents 14.
- faxes can be received via the PSTN 48 or via the Internet or intranet 44 by means of a suitably equipped personal computer.
- the PBX 28, fax server 24, email server 16, web server 20, and database 12 are conventional.
- the central server 10 forwards a voice contact to an agent
- the central server 10 also forwards information from databases 12 to the agent's computer work station for viewing (such as by a pop-up display) to permit the agent to better serve the customer.
- the central server 10 is notified via LAN 36 of an incoming real-time or non-real-time contact by the telecommunications component (e.g., PBX 28, fax server 24, email server 16, web server 20, and/or other server 13) receiving the incoming contact.
- the incoming contact is held by the receiving telecommunications component until the central server 10 forwards instructions to the component to forward the contact to a specific station or agent 14.
- the server 10 distributes and connects these contacts to stations 14 of available agents based on set of predetermined criteria.
- the agents 14 process the contacts sent to them by the central server 10.
- the memory 30 includes a plurality of sets 38 of call queues 42 and 46.
- Each set 38 of call queues 42 and 46 conventionally serves and holds contacts for a different work type and/or for real- versus non-real-time contacts, h the depicted embodiment, queues 42 serve non-real-time contacts while queues 46 serve real-time contacts.
- This embodiment is particularly suited for a Customer Relationship Management (CRM) environment in which customers are permitted to use any media to contact a business. In a CRM environment, both real-time and non-real-time contacts must be handled and distributed with equal efficiency and effectiveness.
- CRM Customer Relationship Management
- each queue holds contacts of a different priority and/or different type (e.g., e-mail, fax, electronic or paper documents, webform submissions, voice messages, voice calls, NoIP calls, text chat, video calls, and the like).
- the priority of a contact is determined according to well known predefined criteria.
- the priority of a contact is determined according to well known predefined criteria, as set forth in copending U.S. Application "An Arrangement for Controlling the Volume and Type of Contacts in an Internet Call Center", having Attorney File No.
- Each queue 42 and 46 normally functions as a first-in, first-out (FIFO) buffer memory, and includes a plurality of entries, or positions 50, each for identifying a corresponding one enqueued contact.
- the position 50 at the head of the queue is considered to be position 1, the next subsequent position 50 to be position number 2, and so forth.
- Memory 30 further includes an estimated wait time (EWT) function, (or waiting time predictor) 54.
- EWT estimated wait time
- this function determines an estimate of how long a contact that is placed in a queue 42 or 46 will have to wait before being delivered to an agent 14 for servicing. The estimate is derived separately by EWT function 54 for each queue 42 or 46 of each set 38.
- the estimate is based on the average rate of advance of calls through positions 50 of the contacts' corresponding queue 46.
- An illustrative implementation of EWT function 54 for real-time contacts is disclosed by U.S. Patent 5,506,898.
- the estimate is determined differently than for real-time contacts.
- the technique(s) for estimating the EWT is set forth in copending U.S. Provisional Application entitled "WAIT TIME PREDICTION ARRANGEMENT FOR NON-REALTIME CUSTOMER CONTACTS" having Serial No. 60/200,520 and a filing date of April 27, 2000, and in copending U.S. Patent application having Attorney File No.
- the system records the time at which each item is serviced from its respective queue.
- the advance time is then calculated by measuring the time interval between the time of servicing of a first item in the first position 50 at the head of the queue and the time of servicing of a second, later item in the second position. Stated another way, the advance time is determined by the following equation:
- Advance Time (the time of servicing of the second item) - (the time of servicing of the first item).
- the weighted average advance time WAT can then be determined using the advance time, the Estimated Wait Time EWT using the WAT.
- a filter 58 is provided.
- the processor 34 sets an indicator 62 when a predetermined type of event occurs and the filter 58 discards the advance time associated with the marked item.
- Predetermined types of events are as follows:
- the respective queue has no working agents available for servicing items from the queue. This event occurs, for example, after normal working hours when the contact center is unstaffed. Non-real-time contacts will remain in the queue during the unstaffed period.
- the respective queue is empty. This event occurs, for example, during quiet periods in which there are no items in the queue.
- the system clock is changed. This event occurs, for example, when the system clock is changed to or from daylight savings time. Non-real-time contacts may remain in the queue during the clock change.
- the system is nonoperational. This event occurs, for example, when the system is down for a time and then rebooted. Non-real-time contacts may persist in the queue during the period the system is shut down.
- Memory 30 can further include a contact-selection (SEL) function 26.
- Function 26 is conventional in that, for each contact at the head of a queue, it determines, for real-time a current or oldest wait time or CWT, the weighted average advance time WAT, the expected wait time EWT, and or the predicted wait time PWT (which is the sum of the CWT and WAT), and, for each available agent, it selects a contact from queues 42 and/or 46 for connection to and handling by that agent. This feature is further described in U.S. Patent 5,905,793, which is incorporated herein by this reference.
- the center 10 is shown as being connected via communication lines 40 to a plurality of interfaces 51 a-d (e.g., graphical user interfaces, etc.) between a customer and the contact center.
- interfaces 51 a-d e.g., graphical user interfaces, etc.
- communication lines 40 can alternatively conduct voice energy from a contacting entity.
- the center 10 can be connected to a web server 20 to provide collections (or files) of information stored in the memory (not shown) of the web server 20 for viewing by a contacting entity via trunks 40 and interfaces 51.
- the files of information such as web pages, can include features such as contact icons or informational messages to facilitate service of the contacting entity by the contact center 10, and/or information regarding merchandise and/or services for sale to the contacting entity.
- the memory 30 includes a router 80 for routing contacts to the appropriate queue 42 or 46 and a comparer 84 for providing input to the router 80 relating to the relative priority of each such contact.
- Each interface 51 a-d is typically a computer, such as a personal computer, that includes a memory 70 and attached processor 74.
- the memory 70 includes a web browser 76, one or more web pages 78, a data structure 82, such as a shopping cart, for recording items (goods or services) selected by the customer for possible purchase, an identifier 86, such as a cookie, that is unique to the customer and is referenced in some manner by the data structure 82, and an evaluator 90, such as an applet, for examining or evaluating the contents of the data structure 82 in response to a signal from the contact center 10.
- a web browser 76 includes a web browser 76, one or more web pages 78, a data structure 82, such as a shopping cart, for recording items (goods or services) selected by the customer for possible purchase, an identifier 86, such as a cookie, that is unique to the customer and is referenced in some manner by the data structure 82, and an evaluator 90, such as
- a "cookie” is information that is stored on a user's computer by a browser, typically at the request of software at a web-site. Web-sites typically use cookies to recognize users who have previously visited them.
- the operation of the router 80 and comparer 84 will now be described with reference to Figures 1 and 2.
- the customer in box 100 sends a message to the contact center 10, such as by clicking on an icon on a web page.
- the signal may itself be a contact for handling by a working agent 14 or initiate a contact with a working agent 14.
- the signal may contain the data structure 82 and attached cookie 86 and seek processing or completion of an order.
- the signal could be a request for assistance via a voice or electronic contact.
- Examples include an IP call from the customer's computer to the agent's computer, a voice call through a voice network that operates in collaboration with a datalink, escorted browsing of the customer by the agent over an IP link, a direct voice contact with an agent, and the like, hi that event, the working agent or the customer could initiate the contact.
- the customer can call the contact center or click a contact icon to cause the working agent to initiate a call to the customer.
- the evaluator 90 determines the value of one or more items in the data structure 82.
- the evaluator 90 could, for example, determine the total value of the items in the data structure 82.
- the evaluator 90 could determine the value of the highest value item in the data structure 82. Other permutations are possible, such as determining the average value of items in the data structure 82.
- the evaluator 90 can perform this step in response to the clicking of the button in box 100 and/or continuously or periodically during the customer's viewing of web pages 78. In any event, the evaluator 90 forwards a signal to the comparer 84 via trunk 40 containing the results of the examination of the data structure 82.
- the comparer 84 compares the value of the item(s) in the data structure 82 with a first predetermined value, hi this case, the predetermined value is shown as being $200, though any value can be used depending upon the application. If the value of the item(s) in the data structure 82 equals or exceeds the first predetermined value, the router 80 in box 112 assigns a high priority to the contact or signal and directs the contact to a high priority route point or queue. As will be appreciated, the route point is referred to as a Vector Directory Number or VDN in the Definity® architecture of Lucent Technologies, hie.
- the processor 34 proceeds to decision diamond 116 in which the comparer 84 compares the value of the item(s) in the data structure to a second, lower predetermined value.
- the predetermined value is shown as being $50, though any value can be used depending upon the application. If the value of the item(s) in the data structure 82 equals or exceeds the first predetermined value, the router 80 in box 120 assigns a medium priority to the contact or signal and directs the contact to a medium priority route point or queue.
- Fig. 3 depicts another mode of operation for the architecture of Fig. 1.
- the evaluator 90 examines the nature or type of items in the data structure 82 to pair the customer with a working agent having the skills to deal with the items and/or complete the order and/or to determine a priority to be assigned to the customer, hi box 150, the evaluator 90 examines the data structure 82 to identify the type or nature of items therein.
- the comparer 84 determines if the items include a first type of item.
- the flowchart uses books as the first type of item, any type of item can be used. If the items include a first type of item, the router 80 in box 158 directs the contact to a queue or route point having agents skilled to service that type of item. In decision diamond 162, the comparer 84 determines if the items include a second type of item. Although the flowchart uses CD's as the second type of item, any type of item can be used. If the items include a second type of item, the router 80 in box 166 directs the contact to a second queue or route point having agents skilled to service that type of item. In decision diamond 170, the comparer 84 determines if the items include a third type of item.
- the router in box 174 directs the contact to a third queue or route point having agents skilled to service that type of item, h the event that the data structure 82 does not contain any of the first, second, and third items, the router 80 in box 178 directs the contact to a generic (fourth) queue or route point for which no special skills of an agent are required.
- the architecture of Fig. 3 can be used to identify item types having a high priority or desirability for servicing. For example, certain types of items can have a high success rate for completing sales, a high success rate for cross-selling other items and/or inventory is over-stocked. Alternatively, the architecture can be used to identify low priority items or items that are less desirable for servicing. For example, certain types of items can have a low success rate for completing sales, a low success rate for cross-selling other items and/or a low availability in inventory.
- the router can use information other than or in addition to that set forth above in prioritizing or directing the contact to a pertinent queue.
- information includes one or more of the identification of a customer, a file address associated with the customer (e.g., a cookie), the historical business relationship (or prior business volume) with the customer, and/or an estimated business value of the customer.
- the latter factor could include the type of entity, wealth or financial resources of the entity and/or geographical location of the entity.
- the evaluator analyzes an electronic message, such as a webform, or an e-mail message and determines a value associated with an actual or potential (nonelectronic) order and/or items in the order to permit the router to rout the contact accordingly.
- the evaluator input determines the type of request for contact. For example, the router may for high priority contacts cause the agent to contact the customer and for low priority contacts request the customer to call the agent.
- the present invention in various embodiments, includes components, methods, processes, systems and/or apparatus substantially as depicted and described herein, including various embodiments, subcombinations, and subsets thereof. Those of skill in the art will understand how to make and use the present invention after understanding the present disclosure.
- the present invention in various embodiments, includes providing devices and processes in the absence of items not depicted and/or described herein or in various embodiments hereof, including in the absence of such items as may have been used in previous devices or processes, e.g. for improving performance, achieving ease and ⁇ or reducing cost of implementation.
Description
Claims
Priority Applications (1)
Application Number | Priority Date | Filing Date | Title |
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AU2001291066A AU2001291066A1 (en) | 2000-09-25 | 2001-09-12 | Routing based on the contents of a shopping cart |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
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US09/669,486 US7844504B1 (en) | 2000-04-27 | 2000-09-25 | Routing based on the contents of a shopping cart |
US09/669,486 | 2000-09-25 |
Publications (1)
Publication Number | Publication Date |
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WO2002026017A2 true WO2002026017A2 (en) | 2002-04-04 |
Family
ID=24686498
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
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PCT/US2001/029109 WO2002026017A2 (en) | 2000-09-25 | 2001-09-12 | Routing based on the contents of a shopping cart |
Country Status (3)
Country | Link |
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US (1) | US7844504B1 (en) |
AU (1) | AU2001291066A1 (en) |
WO (1) | WO2002026017A2 (en) |
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2001
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