Method of integrating artificial intelligence systems to dynamically adjust wrap-up time

Abstract

The present disclosure provides, among other things, a method of managing a wrap-up time in a contact center, the method including: receiving, by an agent of the contact center, a communication having a variable associated with the communication; receiving an input from a source external to the contact center; determining that the variable is related to the input; based on the relation of the variable to the input, determining an updated wrap-up time; storing the updated wrap-up time and the input in a database including timing variables; enabling a machine learning process to analyze the database; providing the updated wrap-up time to the agent as an amount of time rendered on a display to the agent; and updating a data model used to automatically determine wrap-up times based on the analysis of the machine learning process.

What is claimed is: 
     
       1. A method of managing a wrap-up time in a contact center, the method comprising:
 receiving, by an agent of the contact center, a communication having a variable associated with the communication; 
 receiving an input from a source external to the contact center; 
 determining that the variable is related to the input; 
 based on the relation of the variable to the input, determining an updated wrap-up time; 
 storing the updated wrap-up time and the input in a database comprising timing variables; 
 enabling a machine learning process to analyze the database; 
 providing the updated wrap-up time to the agent as an amount of time rendered on a display to the agent; and 
 updating a data model used to automatically determine wrap-up times based on the analysis of the machine learning process. 
 
     
     
       2. The method of  claim 1 , further comprising:
 receiving input from the agent during the wrap-up time, wherein the receiving the input comprises at least one of storing a result and automatically reporting a result; and 
 displaying an end of the updated wrap-up time to the agent. 
 
     
     
       3. The method of  claim 1 , wherein the input from the external source is received during the communication. 
     
     
       4. The method of  claim 1 , wherein the machine learning process retrieves data related to the variable from the timing variables database, and wherein the updated wrap-up time is based on the data. 
     
     
       5. The method of  claim 1 , wherein the machine learning process performs an analysis of a sentiment contained in the communication. 
     
     
       6. The method of  claim 1 , wherein the data model is used to automatically classify communications, and further comprising providing a second updated wrap-up time to an agent associated with a second communication based on the automatic classification and the input, wherein the second updated wrap-up time is a second amount of time rendered on the display to the agent. 
     
     
       7. The method of  claim 1 , wherein the variable changes during the communication and wherein the machine learning process performs the analysis over a timeframe that includes the changes in the variable. 
     
     
       8. The method of  claim 1 , wherein the updated wrap-up time is determined based on a rule of the contact center considered in combination with the analysis by the machine learning process. 
     
     
       9. The method of  claim 1 , further comprising:
 receiving a secondary input from a second source external to the contact center, wherein the second source is one of a news feed, a social media feed, and a business rule, and wherein the updated wrap-up time is determined by the machine learning process and based on both of the input and the secondary input. 
 
     
     
       10. The method of  claim 1 , wherein the machine learning process analyzes the database to obtain the input before a start of the communication. 
     
     
       11. A communication system, comprising:
 a processor; and 
 computer memory storing data thereon that enables the processor to: 
 receive, by an agent of the contact center, a communication having a variable associated with the communication; 
 receive an input from a source external to the contact center; 
 determine that the variable is related to the input; 
 based on the relation of the variable to the input, determine an updated wrap-up time; 
 store the updated wrap-up time and the input in a database comprising timing variables; 
 enable a machine learning process to analyze the database; 
 provide the updated wrap-up time to the agent as an amount of time rendered on a display to the agent; and 
 update a data model used to automatically determine wrap-up times based on the analysis of the machine learning process. 
 
     
     
       12. The communication system of  claim 11 , wherein the processor is further enabled to receive the input from the agent during the wrap-up time, wherein the receiving the input further comprises at least one of storing a result and automatically reporting a result. 
     
     
       13. The communication system of  claim 11 , wherein the input from the external source is received during the communication. 
     
     
       14. The communication system of  claim 11 , wherein the machine learning process retrieves data related to the variable from the timing variables database, and wherein the updated wrap-up time is based on the data. 
     
     
       15. The communication system of  claim 11 , wherein the machine learning process is further enabled to determine the updated wrap-up time based on a sentiment contained in the communication. 
     
     
       16. The communication system of  claim 11 , wherein the data model is used to automatically classify communications, and the processor is further enabled to provide a second updated wrap-up time to an agent associated with a second communication based on the automatic classification and the input. 
     
     
       17. The communication system of  claim 11 , wherein the processor is further enabled to invoke a reporting function when the updated wrap-up time is provided to the agent or when the data model is updated. 
     
     
       18. The communication system of  claim 11 , wherein the updated wrap-up time is determined based on a rule of the contact center considered in combination with the analysis by the machine learning process. 
     
     
       19. The communication system of  claim 11 , wherein the processor is further enabled to receive a secondary input from a second source external to the contact center, wherein the second source is one of a news feed, a social media feed, and a business rule, and wherein the updated wrap-up time is determined by the machine learning process and based on both of the input and the secondary input. 
     
     
       20. A contact center, comprising:
 a server comprising a processor and a wrap-up timing engine that is executable by the processor and that enables the processor to: 
 receive, by an agent of the contact center, a communication having a variable associated with the communication; 
 receive an input from a source external to the contact center; 
 determine that the variable is related to the input; 
 based on the relation of the variable to the input, determine an updated wrap-up time; 
 store the updated wrap-up time and the input in a database comprising timing variables; 
 enable a machine learning process to analyze the database; 
 provide the updated wrap-up time to the agent as an amount of time rendered on a display to the agent; and 
 update a data model used to automatically determine wrap-up times based on the analysis of the machine learning process. 
 
     
     
       21. A method of managing an updated wrap-up time in a contact center, the method comprising:
 receiving, by an agent of the contact center, a communication having a variable associated with the communication;   receiving an input;   determining that the variable is related to the input;   based on the determined relation of the variable to the input, determining an updated wrap-up time of the communication;   storing the updated wrap-up time in a database comprising timing variables; and   providing a status of the updated wrap-up time to the agent on a display to the agent.    
     
     
       22. The method of claim 21, wherein the variable is received during the communication.  
     
     
       23. The method of claim 21, further comprising:
 receiving input from the agent during the updated wrap-up time, wherein the receiving the input comprises at least one of storing a result and automatically reporting a result.    
     
     
       24. The method of claim 21, wherein the status comprises displaying a countdown of the updated wrap-up time.  
     
     
       25. The method of claim 21, wherein the variable is related to a sentiment.  
     
     
       26. The method of claim 25, wherein the sentiment is identified during the communication.  
     
     
       27. The method of claim 21, further comprising:
 analyzing the variable to classify the communication based on a rule regarding a sentiment.    
     
     
       28. The method of claim 21, wherein the variable changes during the communication, and wherein the updated wrap-up time is based on the variable changes.  
     
     
       29. The method of claim 21, wherein the variable changes during the communication, and wherein a second updated wrap-up time is determined based on the variable changes.  
     
     
       30. The method of claim 29, further comprising:
 providing a status of the second updated wrap-up time to the agent on the display.    
     
     
       31. The method of claim 30, wherein the status comprises a countdown of the second updated wrap-up time on the display, and wherein the countdown starts when the communication ends.  
     
     
       32. A method of managing a wrap-up time in a contact center, the method comprising:
 receiving, by an agent of the contact center, a communication having a variable associated with the communication;   receiving an input from a source external to the contact center, wherein the input is related to the variable;   based on the determined relation of the variable to the input, determining an updated wrap-up time of the communication;   storing the updated wrap-up time in a database comprising timing variables; and   providing the updated wrap-up time to the agent as an amount of time rendered on a display to the agent.    
     
     
       33. The method of claim 32, wherein the input is received during the communication.  
     
     
       34. The method of claim 32, wherein the determining the updated wrap-up time is after determining that the input is related to the variable.  
     
     
       35. The method of claim 32, further comprising:
 retrieving data related to the variable from the database, wherein the updated wrap-up time is based on the data.    
     
     
       36. The method of claim 32, further comprising:
 analyzing the database to obtain the input.    
     
     
       37. A system, comprising:
 a processor; and   computer memory storing data thereon that enables the processor to:
 receive, by an agent of a contact center, a communication having a variable associated with the communication; 
 receive an input; 
 determine that the variable is related to the input; 
 based on the determined relation of the variable to the input, determine an updated wrap-up time of the communication; 
 store the updated wrap-up time in a database comprising timing variables; and 
 provide a status of the updated wrap-up time to the agent on a display to the agent.  
   
     
     
       38. The system of claim 37, wherein the processor is further enabled to receive input from the agent during the updated wrap-up time.  
     
     
       39. The system of claim 38, wherein the receiving the input further comprises at least one of storing a result and automatically reporting a result.  
     
     
       40. The system of claim 37, wherein the processor is further enabled to retrieve data related to the variable from the database, and wherein the updated wrap-up time is based on the data.