Patent attributes
Techniques are described for estimating capacity need in a service network and for dynamically adjusting resources to meet the estimated capacity. When an enterprise is contacted by a user with an issue, a service system determines an intent of the contact. The service system then determines if the issue is something that may arise with a significant number of users in the foreseeable future. Once the service system knows how many users with a similar issue may be contacting the enterprise, the service system makes a determination as to the capacity the service system has to handle the specific issue and the number of user communications. This is accomplished by searches of agent profiles to determine which agents have the ability to resolve the intent. Agents so identified are added to the capacity until the capacity is great enough to handle the expected user communications.
