CN-116708672-B - Method, system and article of manufacture for assigning values of a client system to records of a contact system

Abstract

The present disclosure relates to a technique for assigning values in a customer record system to records in a contact record system. The method of the present disclosure includes receiving a first set of records in a contact recording system, receiving a second set of records in a customer recording system, creating a third set that is a subset of the first set, creating a fourth set that is a subset of the first set, creating a fifth set that is a subset of the second set, creating a sixth set that is a subset of the second set, creating a seventh set based on the third set and the fifth set, creating an eighth set based on the fourth set and the sixth set, training a model based on the seventh set to obtain a trained model, and creating a ninth set based on the eighth set and the trained model.

Inventors

• Abdullah Asha Sheikh

Assignees

• 亿势倍有限公司

Dates

Publication Date

20260505

Application Date

20230628

Claims (12)

1. 1. A method for assigning values in a customer record system to records in a contact record system, comprising: receiving a first set of records in the contact recording system, wherein the contact recording system includes ACD records; receiving a second set of records in the customer record system, wherein the customer record system includes CRM records; Creating a third group that is a subset of the first group of records; creating a fourth group that is a subset of the first group of records; Creating a fifth group that is a subset of the second group of records; Creating a sixth group that is a subset of the second group of records; Creating a seventh group based on the third group and the fifth group, wherein ACD records in the third group and CRM records in the fifth group are precisely combinable; Creating an eighth group based on the fourth group and the sixth group, wherein the ACD records in the fourth group and the CRM records in the sixth group are not precisely combined, and each element of the eighth group is formed based on cross-combining of the ACD records in the fourth group and the CRM records in the sixth group; Training a model based on the seventh set to obtain a trained model, and Creating a ninth set based on the eighth set and the trained model; Wherein the fourth group is capable of being presented by a first matrix; wherein the ninth group is capable of being presented by a second matrix; Wherein the dimensions of the second matrix are based on the dimensions of the first matrix, and Wherein the vector of the second matrix comprises values based on the sixth set; Wherein said creating said ninth set based on said eighth set and said trained model comprises: Calculating weights for the elements of the eighth group using the trained model, and Creating a ninth group from the weights and the eighth group of CRM attributes to generate a combined result, Wherein the sum of the combined results in the ninth group does not exceed the sum of the values of the CRM attributes in the sixth group.
2. 2. The method of claim 1, wherein the third group and the fifth group share a unique identifier.
3. 3. The method of claim 1, wherein the fourth group and the sixth group do not share any unique identifiers.
4. 4. The method of claim 1, wherein the seventh set is based on a precise combination of the third set and the fifth set.
5. 5. A system for assigning values in a customer record system to records in a contact record system, comprising: At least one computer processor configured to assign values in the customer record system to records in a contact record system, wherein the at least one computer processor is further configured to: receiving a first set of records in the contact recording system, wherein the contact recording system includes ACD records; receiving a second set of records in the customer record system, wherein the customer record system includes CRM records; Creating a third group that is a subset of the first group of records; creating a fourth group that is a subset of the first group of records; Creating a fifth group that is a subset of the second group of records; Creating a sixth group that is a subset of the second group of records; Creating a seventh group based on the third group and the fifth group, wherein ACD records in the third group and CRM records in the fifth group are precisely combinable; Creating an eighth group based on the fourth group and the sixth group, wherein the ACD records in the fourth group and the CRM records in the sixth group are not precisely combined, and each element of the eighth group is formed based on cross-combining of the ACD records in the fourth group and the CRM records in the sixth group; Training a model based on the seventh set to obtain a trained model, and Creating a ninth set based on the eighth set and the trained model; Wherein the fourth group is capable of being presented by a first matrix; wherein the ninth group is capable of being presented by a second matrix; Wherein the dimensions of the second matrix are based on the dimensions of the first matrix, and Wherein the vector of the second matrix comprises values based on the sixth set; Wherein the at least one computer processor is further configured to: Calculating weights for the elements of the eighth group using the trained model, and Creating a ninth group from the weights and the eighth group of CRM attributes to generate a combined result, Wherein the sum of the combined results in the ninth group does not exceed the sum of the values of the CRM attributes in the sixth group.
6. 6. The system of claim 5, wherein the third group and the fifth group share a unique identifier.
7. 7. The system of claim 5, wherein the fourth group and the sixth group do not share any unique identifiers.
8. 8. The system of claim 5, wherein the seventh set is based on a precise combination of the third set and the fifth set.
9. 9. An article of manufacture for assigning values in a customer record system to records in a contact record system, comprising: a non-transitory processor-readable medium, and Instructions stored on the medium may be used to cause a computer to process, Wherein the instructions are configured to be readable from the medium by at least one computer processor configured to assign values in a customer record system to records in a contact record system, thereby causing the at least one computer processor to operate to: receiving a first set of records in the contact recording system, wherein the contact recording system includes ACD records; receiving a second set of records in the customer record system, wherein the customer record system includes CRM records; Creating a third group that is a subset of the first group of records; creating a fourth group that is a subset of the first group of records; Creating a fifth group that is a subset of the second group of records; Creating a sixth group that is a subset of the second group of records; Creating a seventh group based on the third group and the fifth group, wherein ACD records in the third group and CRM records in the fifth group are precisely combinable; Creating an eighth group based on the fourth group and the sixth group, wherein the ACD records in the fourth group and the CRM records in the sixth group are not precisely combined, and each element of the eighth group is formed based on cross-combining of the ACD records in the fourth group and the CRM records in the sixth group; Training a model based on the seventh set to obtain a trained model, and Creating a ninth set based on the eighth set and the trained model; Wherein the fourth group is capable of being presented by a first matrix; wherein the ninth group is capable of being presented by a second matrix; Wherein the dimensions of the second matrix are based on the dimensions of the first matrix, and Wherein the vector of the second matrix comprises values based on the sixth set, Wherein the at least one computer processor is further configured to: Calculating weights for the elements of the eighth group using the trained model, and Creating a ninth group from the weights and the eighth group of CRM attributes to generate a combined result, Wherein the sum of the combined results in the ninth group does not exceed the sum of the values of the CRM attributes in the sixth group.
10. 10. The article of manufacture of claim 9, wherein the third group and the fifth group share a unique identifier.
11. 11. The article of manufacture of claim 9, wherein the fourth group and the sixth group do not share any unique identifiers.
12. 12. The article of claim 9, wherein the seventh set is based on a precise combination of the third set and the fifth set.

Description

Method, system and article of manufacture for assigning values of a client system to records of a contact system Technical Field The present disclosure relates generally to analyzing contact center data and, more particularly, to a technique for assigning values in a customer record system to records in a contact record system. Background A contact center is a system for receiving or transmitting a large amount of contact information, such as voice telephone calls (or "contacts"), web text chat, email, and video calls. The contact center may include an outbound contact center that creates a large number of outbound contacts from the contact center. Such outbound contact centers are commonly used in applications such as selling products, collecting outstanding credit balances, or investigating consumer moods. The contact center may also include an incoming contact center that receives a number of incoming contacts from a customer. Such incoming contact centers are also used to sell or cross sell products, provide services for customer support or technical support queries, reserve customers, upgrade and downgrade services, or for other applications. A typical contact center maintains a plurality of data logging systems, such as a contact logging system and a customer logging system. The contact recording system may be a log generated by an automatic contact distribution ("Automated Contact Distribution" or "ACD") system, while the customer recording system may be a log generated by a customer relationship management ("Customer Relationship Management" or "CRM") system, with the customer entering the CRM system as a result of customer interactions. The ACD system may contain one or more records for each contact, including information identifying the particular contact. The CRM system may not create any records or create one or more records for each contact, including information identifying the outcome of the contact (such as sales or customer satisfaction). To optimize contact center operation, it may be desirable to combine ACD records with CRM records so that contacts in the ACD system can be associated with results in the CRM system. This combination requires a degree of precision, which can be complex and difficult to achieve. One way to accurately combine ACD records with CRM records is to assign a unique identifier to each record that propagates through the ACD and CRM systems. However, unique identifiers may not be available in ACD and CRM systems because not all contact centers maintain such unique identifiers, among other reasons. In this case, the contact center may employ other strategies to combine ACD records with CRM records. U.S. patent number 11,399,096 discloses a policy that can match ACD records to CRM records based on information such as time stamps, location identifiers ("location IDs"), customer identifiers ("customer IDs"), and other data. However, such a strategy may also be inaccurate. For example, ACD and CRM system records may be entered at different times, which may impair the utility of the timestamp. Further, the seat ID in the ACD system may be different from the identifier in the CRM system. Finally, the clocks of the ACD and CRM systems may not be synchronized. These and other problems can make precise bonding difficult. Accordingly, there is a need for an improved system for combining ACD records with CRM records. Disclosure of Invention Embodiments of the present disclosure provide a method for assigning values in a customer record system to records in a contact record system comprising receiving a first set of records in the contact record system, receiving a second set of records in the customer record system, creating a third set that is a subset of the first set, creating a fourth set that is a subset of the first set, creating a fifth set that is a subset of the second set, creating a sixth set that is a subset of the second set, creating a seventh set based on the third set and the fifth set, creating an eighth set based on the fourth set and the sixth set, training a model based on the seventh set to obtain a trained model, and creating a ninth set based on the eighth set and the trained model, wherein the fourth set is presentable by a first matrix, wherein the ninth set is presentable by a second matrix, wherein a dimension of the second matrix is based on the dimension of the second matrix, and wherein the sixth matrix comprises values. Optionally, in the above method, the third group and the fifth group share a unique identifier. Optionally, in the above method, the fourth group and the sixth group do not share any unique identifier. Optionally, in the above method, the seventh group is based on a precise combination of the third group and the fifth group. Optionally, in the above method, the eighth group is based on a cross-combination of the fourth group and the sixth group. Optionally, in the above method, creating the ninth group based on the eighth group and