Abstract: A method that includes an automated modeling process having the steps of: receiving shift data describing evaluation shifts worked by the agent and determining therefrom values for shift parameters; monitoring performance of the agent during each of the evaluation shifts in relation to an adherence metric and determining therefrom a score associated with the adherence metric for each; creating a training dataset that includes training samples for respective ones of the evaluation shifts, each training sample including the determined values of the shift parameters paired with the score achieved in relation to the adherence metric; and using the training dataset to train a work attributes model for the agent, the work attributes model configured to identify a key value for a key shift parameter that statistically correlates with the agent achieving a better score in relation to the adherence metric.

Abstract: A method for incentivizing agents with scheduling perks that includes: receiving a workload forecast; receiving a staffing plan; receiving data describing a service level target; receiving data describing the scheduling perks; performing a valuation routine for determining a value of points in relation to trading for the scheduling perks during; and performing an offer routine offering the scheduling perks to the current agents per the determined value of the points. The valuation routine includes: measuring current shift performance data; providing the staffing plan, the workload forecast, and the current shift performance data as inputs to a predictive model and calculating therewith an actual forecasted target adherence for the service level target; comparing the actual forecasted target adherence against an acceptable threshold to determine a valuation parameter; and valuing the points according to a direct relationship with the valuation parameter.

Abstract: A method for incentivizing contact center agents with scheduling perks that includes: receiving a workload forecast and staffing plan for a current shift; receiving a service level target; receiving types of scheduling perks; performing a selection routine for determining a select scheduling perk for offering to a select agent; and sending a scheduling perk offer via electronic communication to the select agent. The selection routine may include: selecting a proposed scheduling perks and a proposed agent; modifying the staffing plan to create a proposed staffing plan that reflects the proposed scheduling perk; predicting a proposed forecasted target adherence using the modified staffing plan; determining whether the proposed forecasted target adherence satisfies a threshold defined by an acceptable forecasted target adherence and, if so, deeming the proposed scheduling perk as select scheduling perk and proposed agent as select agent.

Abstract: A method of training an artificial intelligence system to handle long-tail interactions according to an embodiment includes receiving a user question from a user, analyzing the user question with a natural language understanding engine to determine whether an intent of the user question matches an answer in an answer knowledgebase of the system, transferring at least the user question of the interaction to a primary subject matter expert in response to determining that the intent of the user question does not match an answer in the answer knowledgebase, receiving an expert answer to the user question from the primary subject matter expert, transferring an interaction package including the user question and the expert answer to at least one evaluator for validation, and automatically training the natural language understanding engine based on the user question and the expert answer in response to successful validation of the expert answer.

Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

Abstract: A collection of bots is provided that can support predictive routing through mapping customers to the bots. The variety of bot personalities may be provided in a plurality of dimensions such as: utterances used for recognition training, intents supported, and the responses the bot provides. A bot can be trained on collected utterances that are segmented by predictive routing. Human agents who have been classified can be used to segment utterance training so that a specific bot instantiation is trained on utterances typical of a customer who prefers that agent classification. Supported intents can be reflective of the utterance training for the specific classification of an agent. The responses of the bot can also be tailored to the personality typical of the age classification. Each bot response can be syntactically different in a conversation based on the bot segmentation.

Abstract: A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.

Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

Abstract: Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.

Abstract: A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.