Intradiem Awarded U.S. Patent for Burnout and Attrition Indicator

AI-Powered Solution Can Predict Agent Burnout while Supporting Well-being in Contact Centers

Atlanta – May 7, 2024 – Intradiem, the leading provider of contact center automation solutions for customer service teams, was recently awarded a U.S. patent for its Machine Learning (ML) Burnout and Attrition Indicator solution. The patented technology predicts attrition among contact center agents with 80 percent accuracy, and that rate is expected to climb to 90 percent in 2024.

Due to the demand and emotional impact that call center agents experience daily, agent attrition is estimated at 40-70% annually, and some organizations turn over their entire agent populations each year. Replacing a single agent can cost an organization $20,000 to $35,000—which includes the real productivity benefits that come with time on the job. Contact center leaders can learn how much attrition costs their organization with this online calculator: https://go.intradiem.com/attrition-savings-calculator-pr.

Intradiem supports both agent engagement and agent well-being through its revolutionary new solution, which harnesses ML’s predictive power to identify patterns of decreased productivity, stress, and burnout that typically lead to agent attrition. Drawing and connecting insights from a broad range of data, the solution assigns agents to a burnout risk category (low, moderate, high, or critical).

“This patent highlights our ongoing commitment to finding novel ways to solve long-standing problems in our industry,” said Intradiem Co-CEO, Matt McConnell. “Early users are already sharing success stories of supervisors being alerted to agent burnout risks and taking actions to head off attrition.”

When the technology identifies an agent at risk of burnout, it can automatically trigger actions, such as scheduling breaks, recommending shift adjustments, or initiating wellness checks. These interventions can be tailored to individual agents according to specific patterns identified through the system’s analytics. This ensures that measures taken to address burnout are both timely and relevant to each agent’s unique situation.

The new patent grants protection for Intradiem’s machine learning model, which leverages a variety of customer data flowing through Intradiem’s platform to identify agent burnout. Protection is granted for detecting agent burnout using models including linear discriminant analysis (LDA), quadratic discriminant analysis (QDA), logistic regression, and survival analysis.

The patent adds to Intradiem’s growing portfolio of protected technologies in the U.S. and the UK.

About Intradiem

At Intradiem, we believe the best technology is technology that supports humans. We are the only people-first customer service solution that has a real, long-lasting impact on your people, your customers, and your brand. We uncover, in real time, the untapped capacity in your contact center and give you the ability to use that capacity where it has the most impact. Time for Training, coaching, and wellness breaks – at the right time, every time. Automatic schedule updates. Call handling support. And with hard dollar savings that more than pay for itself. Intradiem: Contact center automation designed by humans, for humans.

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