Method and apparatus for facilitating staffing of resources

Abstract

A computer-implemented method and an apparatus for facilitating staffing of resources receives customer data corresponding to a plurality of customers of an enterprise. At least one intention is predicted for each customer to configure a plurality of intentions. An expected volume of interactions is estimated for at least one time period based on the plurality of intentions. Each interaction in the expected volume of interactions is associated with interaction attributes. Resource data corresponding to a plurality of resources of the enterprise is received. Each resource is associated with a plurality of resource attributes. At least one resource is mapped to each interaction based on a match between resource attributes associated with the at least one resource and the interaction attributes associated with the each interaction. A staffing of the plurality of resources is facilitated based on the mapping of the at least one resource to the each interaction.

1 . A computer-implemented method comprising:
 receiving, by a processor, customer data of a plurality of customers of an enterprise;   predicting, by the processor, at least one intention for each customer from among the plurality of customers by using the customer data thereby configuring a plurality of intentions;   estimating, by the processor, an expected volume of interactions for at least one time period based on the plurality of intentions, each interaction in the expected volume of interactions being associated with one or more interaction attributes;   receiving resource data corresponding to a plurality of resources of the enterprise, each resource from among the plurality of resources being associated with a plurality of resource attributes;   mapping, by the processor, at least one resource from among the plurality of resources to each interaction in the expected volume of interactions based on a match between respective resource attributes associated with the at least one resource and the one or more interaction attributes associated with each interaction;   facilitating, by the processor, an allocation of the plurality of resources of the enterprise based, at least in part, on the mapping of the at least one resource to each interaction; and   dynamically adjusting an allocation of one or more resources from among the plurality of resources for at least one forthcoming time period upon detecting an occurrence of at least one event indicating a change in respective expected volume of interactions.   
     
     
         2 . The method of  claim 1 , wherein the customer data comprises information related to at least one of a profile of a customer, one or more interactions of the customer with the enterprise on one or more interaction channels, one or more locations associated with the customer, a presence of the customer on the one or more interaction channels, a current attention of the customer in an interaction channel from among the one or more interaction channels, or social interactions of the customer and events of significance to the customer. 
     
     
         3 . The method of  claim 1 , wherein the resource data comprises data corresponding to each resource from among the plurality of resources, the data corresponding to each resource comprising information related to at least one of a type of a resource, an identification of the resource, a service level agreement associated with the resource or a performance history of the resource. 
     
     
         4 . The method of  claim 1 , wherein at least one resource attribute from among the plurality of resource attributes relates to a capability of the resource and an availability status of the resource. 
     
     
         5 . The method of  claim 1 , wherein the one or more interaction attributes associated with each interaction comprises information related to at least one of an intention of a customer associated with an interaction, or a priority level associated with the interaction and a customer lifetime value (CLU) of the customer. 
     
     
         6 . The method of  claim 1  further comprising:
 tracking, by the processor, an activity of a customer on an interaction channel from among one or more interaction channels; 
 determining, by the processor, if the customer requires an interaction assistance based on the tracked activity; and 
 determining, by the processor, if a request for an interaction is to be proactively offered to the customer on the interaction channel upon determining that the customer requires the interaction assistance. 
 
     
     
         7 . The method of  claim 6  further comprising:
 determining, by the processor, an appropriate time for proactively offering the request for the interaction to the customer on the interaction channel, the appropriate time being determined based on a likelihood of a desired outcome being greater than a pre-determined value. 
 
     
     
         8 . The method of  claim 1 , wherein the plurality of customers of the enterprise comprises existing and prospective customers of the enterprise. 
     
     
         9 . An apparatus, comprising:
 at least one processor; and   a memory having stored therein machine executable instructions, that when executed by the at least one processor, cause the apparatus to:
 receive customer data corresponding to a plurality of customers of an enterprise; 
 predict at least one intention for each customer from among the plurality of customers by using the customer data thereby configuring a plurality of intentions; 
 estimate an expected volume of interactions for at least one time period based on the plurality of intentions, each interaction in the expected volume of interactions being associated with one or more interaction attributes receive resource data corresponding to a plurality of resources of the enterprise, each resource from among the plurality of resources being associated with a plurality of resource attributes; 
 map at least one resource from among the plurality of resources to each interaction in the expected volume of interactions based on a match between respective resource attributes associated with the at least one resource and the one or more interaction attributes associated with each interaction; 
 facilitate an allocation of the plurality of resources of the enterprise based, at least in part, on the map of the at least one resource to each interaction; and 
 dynamically adjust an allocation of one or more resources from among the plurality of resources for at least one forthcoming time period upon detecting an occurrence of at least one event indicating a change in respective expected volume of interactions. 
   
     
     
         10 . The apparatus of  claim 9 , wherein the customer data comprises information related to at least one of a profile of a customer, one or more interactions of the customer with the enterprise on one or more interaction channels, one or more locations associated with the customer, a presence of the customer in the one or more interaction channels, a current attention of the customer in an interaction channel from among the one or more interaction channels, or social interactions of the customer and events of significance to the customer. 
     
     
         11 . The apparatus of  claim 9 , wherein the resource data comprises data corresponding to each resource from among the plurality of resources, the data corresponding to each resource comprising information related to at least one of a type of resource, an identification of the resource, a service level agreement associated with the resource and a performance history of the resource. 
     
     
         12 . The apparatus of  claim 9 , wherein at least one resource attribute from among the plurality of resource attributes relates to a capability of the resource and an availability status of the resource. 
     
     
         13 . The apparatus of  claim 9 , wherein the one or more interaction attributes associated with each interaction comprises information related to at least one of an intention of a customer associated with an interaction, or a priority level associated with the interaction and a customer lifetime value (CLU) of the customer. 
     
     
         14 . The apparatus of  claim 9 , wherein the apparatus is further caused to:
 track an activity of a customer on an interaction channel from among one or more interaction channels;   determine if the customer requires an interaction assistance based on the tracked activity; and   determine if a request for an interaction is to be proactively offered to the customer on the interaction channel upon determining that the customer requires the interaction assistance.   
     
     
         15 . The apparatus of  claim 14 , wherein the apparatus is further caused to:
 determine an appropriate time for proactively offering the request for the interaction to the customer on the interaction channel, the appropriate time being determined based on a likelihood of a desired outcome being greater than a pre-determined value.   
     
     
         16 . The apparatus of  claim 9 , wherein the plurality of customers of the enterprise comprises existing and prospective customers of the enterprise. 
     
     
         17 . A non-transitory computer-readable medium storing a set of instructions that when executed cause a computer to perform a method comprising:
 receiving customer data corresponding to a plurality of customers of an enterprise;   predicting at least one intention for each customer from among the plurality of customers by using the customer data thereby configuring a plurality of intentions;   estimating an expected volume of interactions for at least one time period based on the plurality of intentions, each interaction in the expected volume of interactions being associated with one or more interaction attributes   receiving resource data corresponding to a plurality of resources of the enterprise, each resource from among the plurality of resources being associated with a plurality of resource attributes;   mapping at least one resource from among the plurality of resources to each interaction in the expected volume of interactions based on a match between respective resource attributes associated with the at least one resource and the one or more interaction attributes associated with each interaction;   facilitating an allocation of the plurality of resources of the enterprise based, at least in part, on the map of the at least one resource to each interaction; and   dynamically adjusting an allocation of one or more resources from among the plurality of resources for at least one forthcoming time period upon detecting an occurrence of at least one event indicating a change in respective expected volume of interactions.   
     
     
         18 . The non-transitory computer-readable medium of  claim 17 , wherein at least one resource attribute from among the plurality of resource attributes relates to a capability of the resource and an availability status of the resource. 
     
     
         19 . The non-transitory computer-readable medium of  claim 17 , wherein the one or more interaction attributes associated with each interaction comprises information related to at least one of an intention of a customer associated with an interaction, or a priority level associated with the interaction and a customer lifetime value (CLU) of the customer. 
     
     
         20 . The non-transitory computer-readable medium of  claim 17 , wherein the method further comprises:
 tracking an activity of a customer on an interaction channel from among one or more interaction channels;   determining if the customer requires an interaction assistance based on the tracked activity; and   determining if a request for an interaction is to be proactively offered to the customer on the interaction channel upon determining that the customer requires the interaction assistance.