Bridge Communications

Saturday, August 27, 2016

Skype for Business: Say Goodbye to Searching?

Yesterday was an amazing day at Bridge Communications.  It was the culmination of months of development on an exciting new idea.  Watching the telemetry come in, it felt a little a group at NASA hoping the math was right and the ship they launched actually made it safely to it's destination.

So what was this idea?  We call it predictive transfer.

The idea behind predictive transfer is simple.  When a call comes in and answered by a receptionist, we provide a pre-populated list of the most likely persons or places the caller wishes to speak with.  To pull this simple idea off we developed 5 parallel machine learning algorithms that combine data we collect with the data available from Skype for Business.  The process actually began on the plane ride home from WPC in Toronto.

We began with a couple of updates over the last few months, that began gathering some of the information we needed to pull this off.  We also enlisted several target customers to began using the feature ahead of release.  By yesterday when the update became public, the results measured were beyond our wildest hopes.  Many customers recorded a perfect score on hundreds of handled calls, meaning on each of those calls the receptionist transferred the call to user in position 1 of our predictive transfer recommended list.

Sorry for the lack of detail or source code today, but as this intellectual property is part of an ongoing patent process it cannot be shared until final approval is finished.

This is phase 1 of a 3 phrase roll-out of this ground breaking technology.  We hope to provide this as a cloud based subscription that can be part of every call center and attendant console application by next year.  Stay tuned for information on this.

If you are interested in seeing a live demo of how this can save your organization thousands of man hours our sales team would be happy to do a live Skype for Business meeting.

Doug Routledge, C# Lync, Skype for Business, SQL, Exchange, UC, Full Stack Developer  BridgeOC
Twitter - @droutledge @ndbridge