18679839. INTEGRATED REPRESENTATIVE PROFILE DATA IN CONTACT CENTER ENVIRONMENT simplified abstract (STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY)
Contents
INTEGRATED REPRESENTATIVE PROFILE DATA IN CONTACT CENTER ENVIRONMENT
Organization Name
STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY
Inventor(s)
Chad Skinner of Talladega AL (US)
Aaron Kammeyer of Clinton IL (US)
INTEGRATED REPRESENTATIVE PROFILE DATA IN CONTACT CENTER ENVIRONMENT - A simplified explanation of the abstract
This abstract first appeared for US patent application 18679839 titled 'INTEGRATED REPRESENTATIVE PROFILE DATA IN CONTACT CENTER ENVIRONMENT
The abstract describes techniques for building and using representative data systems in contact centers to store and manage representative profile data.
- Integrates with external communication services and internal/external systems
- Provides a uniform data store and interface for creating and managing representative profiles
- Retrieves and analyzes representative profile data during contact center operations
- Supports advanced predictive modeling and impact analysis using relational or graph-based data structures
- Addresses scenarios such as service outages, workload shifting, infrastructure changes, and workforce changes
Potential Applications: - Contact centers - Customer service operations - Data management systems
Problems Solved: - Inefficient data storage and management - Lack of uniformity in representative profile data - Difficulty in analyzing and predicting outcomes in contact center operations
Benefits: - Improved efficiency in contact center operations - Enhanced predictive modeling capabilities - Better management of representative profile data
Commercial Applications: Title: "Enhancing Contact Center Operations with Representative Data Systems" This technology can be used in various industries such as telecommunications, e-commerce, and healthcare to streamline customer service operations and improve overall efficiency.
Questions about the technology: 1. How does the representative data system integrate with external communication services? - The system integrates by providing a uniform data store and interface for managing representative profiles and analyzing data during contact center operations.
2. What are the benefits of using advanced predictive modeling in contact center operations? - Advanced predictive modeling helps in analyzing scenarios such as service outages, workload shifting, and workforce changes to make informed decisions and improve efficiency.
Original Abstract Submitted
Various techniques described herein relate to building and using representative data systems to store and manage representative profile data within contact centers. A representative data system integrates with external communication services and other internal/external systems to provide a uniform data store and interface to create and manage representative profiles. The representative data system retrieves and analyzes representative profile data during runtime contact center operations such as contact queuing, contact management, and/or workforce management. The representative data system may be implemented using relational or graph-based data structures to support advanced predictive modeling and impact analysis of scenarios such as service outages, dynamic workload shifting, infrastructure changes, and workforce changes.
