Direct collection of customer intentions for designing customer service center interface
First Claim
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1. A method of designing a customer service interface for a web-based customer service site, comprising the steps of:
- presenting each customer with a survey page upon entry to the site, wherein the survey page contains at least a dialog box;
prompting each customer to enter a description of the customer'"'"'s reason for visiting the site;
receiving a number of responses to the prompting step;
categorizing the responses into a set of customer intention categories;
counting the number of responses in each category;
calculating a frequency value associated with each category, the frequency value for each category representing the number of times a response is made for that category relative to other categories;
providing selections for the web site based on the results of the calculating step, wherein the selections are described in language corresponding to the customer responses and wherein the selections are ordered by frequency value; and
providing at least one hypertext link to another web page based on the results of the collecting step.
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Abstract
A method of collecting customer intentions of customers who use automated service systems, such as web-based or interactive telephone-based service applications. Customers are surveyed when they use the application to collect their intention in visiting the system. The responses of these customers are collected and tabulated. The relative frequencies of customer intentions are analyzed and used to design an interface to the service application, so that future customers will be presented with menu-type selections that best reflect their needs.
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Citations
15 Claims
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1. A method of designing a customer service interface for a web-based customer service site, comprising the steps of:
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presenting each customer with a survey page upon entry to the site, wherein the survey page contains at least a dialog box;
prompting each customer to enter a description of the customer'"'"'s reason for visiting the site;
receiving a number of responses to the prompting step;
categorizing the responses into a set of customer intention categories;
counting the number of responses in each category;
calculating a frequency value associated with each category, the frequency value for each category representing the number of times a response is made for that category relative to other categories;
providing selections for the web site based on the results of the calculating step, wherein the selections are described in language corresponding to the customer responses and wherein the selections are ordered by frequency value; and
providing at least one hypertext link to another web page based on the results of the collecting step.
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2. A method of designing a customer service interface for a web-based customer service site, comprising the steps of:
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presenting each customer with a survey page upon entry to the site;
prompting each customer to enter a description of the customer'"'"'s reason for visiting the site;
receiving a number of responses to the prompting step;
categorizing the responses into a set of customer intention categories;
counting the number of responses in each category;
calculating a frequency value associated with each category, the frequency value for each category representing the number of times a response is made for that category relative to other categories; and
providing selections for the web site based on the results of the calculating step, wherein the selections are described in language corresponding to the customer responses. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 10)
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11. A method of designing a customer service interface for an interactive telephone-based customer service center, comprising the steps of:
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presenting each customer with a survey page upon entry to the center;
prompting each customer to state a description of the customer'"'"'s reason for visiting the site;
receiving a number of responses to the prompting step;
categorizing the responses into a set of customer intention categories;
counting the number of responses in each category;
calculating a frequency value associated with each category, the frequency value for each category representing the number of times a response is made for that category relative to other categories; and
providing selections for the service center based on the results of the calculating step, wherein the selections are described in language corresponding to the customer responses. - View Dependent Claims (12, 13, 14, 15)
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Specification