Method and apparatus for optimizing customer service across multiple channels
First Claim
Patent Images
1. A computer-implemented method for containing users within a Web environment where issues can be resolved, the method comprising:
- monitoring a behavioral attribute of a user on a Web page in a multi-channel system comprising each of a call channel, a chat channel, a self-service channel, and an assisted self-service channel,wherein the user is on the Web page attempting to resolve an issue, andwherein the behavioral attribute is based at least in part on click activities performed by the user, hover activities performed by the user for a predetermined duration, or both;
based on said monitoring, determining that the user is unable to find a solution to the issue on the Web page; and
executing, by a Web containment processor, a Web containment strategy designed to automatically retain the user on the Web page rather than initiate an interaction with a live agent associated with a call center when the Web containment strategy is successful;
wherein said retaining is effected by proactively;
inviting the user to the chat channel having an automated feature;
presenting the user with a self-service opportunity on the self-service channel;
orpresenting the user with an assisted self-service opportunity on the assisted self-service channel; and
wherein said executing causes the Web containment processor to;
identify a top call driver Web page associated with a top call driver,wherein the top call driver represents a particular issue responsible for driving a highest number of calls to the call center; and
identify Web journeys that correspond to the top call driver Web page,wherein the Web journeys represent Web traversal footprints associated with visitors to the top call driver Web page.
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Abstract
A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer'"'"'s wait time are also provided.
60 Citations
20 Claims
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1. A computer-implemented method for containing users within a Web environment where issues can be resolved, the method comprising:
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monitoring a behavioral attribute of a user on a Web page in a multi-channel system comprising each of a call channel, a chat channel, a self-service channel, and an assisted self-service channel, wherein the user is on the Web page attempting to resolve an issue, and wherein the behavioral attribute is based at least in part on click activities performed by the user, hover activities performed by the user for a predetermined duration, or both; based on said monitoring, determining that the user is unable to find a solution to the issue on the Web page; and executing, by a Web containment processor, a Web containment strategy designed to automatically retain the user on the Web page rather than initiate an interaction with a live agent associated with a call center when the Web containment strategy is successful; wherein said retaining is effected by proactively; inviting the user to the chat channel having an automated feature; presenting the user with a self-service opportunity on the self-service channel;
orpresenting the user with an assisted self-service opportunity on the assisted self-service channel; and wherein said executing causes the Web containment processor to; identify a top call driver Web page associated with a top call driver, wherein the top call driver represents a particular issue responsible for driving a highest number of calls to the call center; and identify Web journeys that correspond to the top call driver Web page, wherein the Web journeys represent Web traversal footprints associated with visitors to the top call driver Web page. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. An apparatus for effecting containment of users to a Web environment, the apparatus comprising:
a Web containment processor configured to execute a Web containment strategy for a user on a Web page in a multi-channel system comprising each of a call channel, a chat channel, a self-service channel, and an assisted self-service channel, wherein the user is on the Web page attempting to resolve an issue; monitor a behavioral attribute of the user, wherein the behavioral attribute is based at least in part on click activities performed by the user, hover activities performed by the user for a predetermined duration, or both; determine, based on said monitoring, that the user is unable to find a solution to the issue on the Web page; retain the user on the Web page rather than initiate an interaction with a live agent associated with a call center when the Web containment strategy is successful; wherein the Web containment processor is configured to effect said retaining by executing any of; inviting the user to the chat channel having an automated feature; presenting the user with a self-service opportunity on the self-service channel; and presenting the user with an assisted self-service opportunity on the assisted self-service channel; identify a top call driver Web page associated with a top call driver, wherein the top call driver represents a particular issue responsible for driving a highest number of calls to the call center; and identify Web journeys that correspond to the top call driver Web page, wherein the Web journeys represent Web traversal footprints associated with visitors to the top call driver Web page. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A computer-implemented method for effecting containment of users to a Web-based customer support environment where issues can be resolved, the method comprising:
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gathering voice call data for a voice call placed to a call center, wherein the voice call data comprises customer relationship management (CRM) data, and wherein the CRM data comprises transaction data related to the voice call, including any of call time, date, total call handle time, agent who took the call, call issue type handled, attributes of a caller who placed the call, attributes of the agent who took the call, and attributes of prior history of interactions with the caller; identifying a top call driver from the voice call data, wherein the top call driver represents an issue responsible for driving a largest volume of calls to the call center; identifying a Web journey corresponding to the top call driver, wherein the Web journey includes one or more electronic footprints left by visitors to a website seeking to resolve the issue, and wherein each electronic footprint specifies a referral Web page, a landing Web page, an exit Web page, a clickstream of visited Web pages, a wait time corresponding to each visited Web page, a count of visited Web pages, or any combination thereof; after the Web journey corresponding to the top call driver is identified, computing traffic on Web pages related to the top call driver and on Web pages corresponding to the Web journey; based upon gathered Web analytic data and the traffic, analyzing behavioral attributes of the visitors to the Web pages related to the top call driver, wherein the behavioral attributes include time spent by the visitors on the Web pages related to the top call driver, hover activity, and clicks performed; and based upon the behavioral attributes, performing an operation that includes at least one of; inviting a visitor to a chat channel having an automated feature; presenting the visitor with a self-service opportunity on a self-service channel; and presenting the visitor with an assisted self-service opportunity on an assisted self-service channel, wherein performance of the operation causes the visitor to remain within a Web-based customer support environment to seek a resolution to the issue rather than initiate an interaction with a live agent associated with the call center. - View Dependent Claims (18, 19, 20)
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Specification