Transaction outcome state mapping
First Claim
1. A method of expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact, such method comprising the steps of:
- providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths;
fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map; and
prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.
24 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus are provided for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact. The method includes the steps of providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths, fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map and prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.
45 Citations
40 Claims
-
1. A method of expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact, such method comprising the steps of:
-
providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths;
fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map; and
prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
-
-
19. An apparatus for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact, such apparatus comprising:
-
means for providing a state map of subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths;
means for fitting a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map; and
means for prompting the agent with prospective subject matter from the most likely one of the plurality of subject matter paths. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
-
-
37. An apparatus for expediting subject matter evolution of an information exchange during a contact through a communication system between a client and an agent of an organization that possesses an expertise in the subject matter of the contact, such apparatus comprising:
-
a state map adapted to provide subject matter progression of the subject matter of the contact from a starting point to subject matter resolution along a plurality of parallel subject matter paths;
a cross-correlation processor adapted to fit a subject matter progression of the contact within a progression of subject matter of a most likely one of the plurality of parallel subject matter paths of the state map; and
a prompting processor adapted to prompt the agent with prospective subject matter from the most likely one of the plurality of subject matter paths.
-
- 38. The apparatus for expediting subject matter evolution as in claim 38 further comprising a contact record adapted to provide the starting point of the information exchange.
-
40. A method of expediting subject matter evolution of an exchange during a current contact between a client and an agent of an organization that possesses an expertise in the subject matter of the contact, such method comprising the steps of:
-
analyzing a plurality of prior exchanges with other clients;
dividing the analyzed prior exchanges into a plurality of contact types based upon subject matter resolution;
forming a database of progressive subject matter content of prior contacts along a plurality of parallel subject matter paths leading to subject matter resolution for each of the contact types;
fitting a progression of the subject matter of the current contact with a progression of subject matter of a most likely one of the plurality of the prior contacts; and
prompting the agent with prospective subject matter from the most likely one of the prior contacts.
-
Specification