Method and apparatus for inquiry resolution in a transaction processing system
First Claim
1. A method for resolving inquires in a transaction processing system, the transaction processing system configured to route incoming calls to agents associated with the transaction processing system, the method comprising the steps of:
- a) routing an incoming call from call from a caller to an agent;
b) collecting inquiry parameters from the caller concerning an inquiry posed by the caller;
c) providing the inquiry parameters to a knowledge-based database;
d) selecting at least one entry in the database having inquiry parameters matching the inquiry parameters corresponding to the incoming call;
e) obtaining at least one inquiry solution from each selected entry in the database; and
f) providing one or more of the inquiry solutions to the agent.
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Abstract
A method for resolving inquires in a transaction processing system is provided where the transaction processing system is configured to route incoming calls from callers to agents associated with the transaction processing system. The method includes a) receiving an incoming call by the agent, b) collecting inquiry parameters from the caller concerning an inquiry posed by the caller, c) providing the inquiry parameters to a knowledge-based database, d) selecting at least one entry in the knowledge database having inquiry parameters matching the inquiry parameters corresponding to the incoming call, e) obtaining inquiry solutions from each selected entry in the database; and f) providing one or more of the inquiry solutions to the agent wherein the agent presents one or more of the inquiry solutions to the caller to satisfy the caller'"'"'s inquiry.
83 Citations
33 Claims
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1. A method for resolving inquires in a transaction processing system, the transaction processing system configured to route incoming calls to agents associated with the transaction processing system, the method comprising the steps of:
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a) routing an incoming call from call from a caller to an agent;
b) collecting inquiry parameters from the caller concerning an inquiry posed by the caller;
c) providing the inquiry parameters to a knowledge-based database;
d) selecting at least one entry in the database having inquiry parameters matching the inquiry parameters corresponding to the incoming call;
e) obtaining at least one inquiry solution from each selected entry in the database; and
f) providing one or more of the inquiry solutions to the agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. An inquiry resolution system for resolving inquires in a transaction processing system, the transaction processing system configured to route incoming calls to agents associated with the transaction processing system, the inquiry resolution system comprising:
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knowledge database;
a knowledge-based processor operatively coupled to the knowledge database;
an inquiry parameter formatter configured to format key words or phrases collected by the agent in the form of inquiry parameters during a dialog with a caller, the formatter providing the inquiry parameters to the processor; and
wherein the processor searches the database and selects at least one entry in the database having inquiry parameters matching the inquiry parameters corresponding to the dialog, and obtains an inquiry solution from each selected entry in the database. - View Dependent Claims (22, 23, 24, 25, 26, 27)
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28. An inquiry resolution system for resolving inquires in a transaction processing system, the transaction processing system configured to route incoming calls from callers to agents associated with the transaction processing system, the inquiry resolution system comprising:
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knowledge database;
processing means operatively coupled to the knowledge database;
means for formatting key words or phrases collected by the agent in the form of inquiry parameters during a dialog with the caller, the means for formatting providing the inquiry parameters to the processing means; and
wherein the processing means searches the database and selects at least one entry in the database having inquiry parameters matching the inquiry parameters corresponding to the dialog, obtains an inquiry solution from each selected entry in the database, and provides the inquiry solutions to the agent for presentation to the caller. - View Dependent Claims (29, 30, 31, 32, 33)
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Specification