Method and apparatus of customer support through the use of automated assistance technology, live customer support, and predictive account maintenance and management for industries where there are services which relate to a customer account(s).
First Claim
1. Software and methodologies using artificial intelligence, rules-based methodology, automated processes (including SP), Hl, enhanced industry specific methodologies (where applicable), and data convergence with CD (including past customer data) to prepare for the eventuality and examine anomalies (including suspicious activity) to achieve a greater than 95% confidence level (where a conclusion can be reached) in achieving virtually infallible results using accepted and established statistical inference.
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Accused Products
Abstract
The present invention generally relates to a customer support methodology which can be enacted with a combination of automated support solutions and support technicians for industries where there are services which relate to a customer account(s). Its main purpose is the effective use and acquisition of data to better understand the customer, the product/service, and the support system in order to better handle support issues that have and could possibly happen. The innovation in customer support methodologies are established in key general areas: profiling, support session routing, authorization, verification, data convergence, data protection, communication, predictive analysis, government compliance, customer satisfaction, and preemptive actions.
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Citations
23 Claims
- 1. Software and methodologies using artificial intelligence, rules-based methodology, automated processes (including SP), Hl, enhanced industry specific methodologies (where applicable), and data convergence with CD (including past customer data) to prepare for the eventuality and examine anomalies (including suspicious activity) to achieve a greater than 95% confidence level (where a conclusion can be reached) in achieving virtually infallible results using accepted and established statistical inference.
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3. a) evaluating the characteristics of the SE itself
b) evaluating current status of the relevant account before the SE is applied c) applying SE to the relevant account and adjusting the relevant account details d) evaluating account again for certain characteristics after the SE was applied to the account.
- 11. Software and methodologies utilizing artificial intelligence, rules-based methodology, automated processes (including SP), Hl, enhanced industry specific methodologies (where applicable), and data convergence with CD (including past customer data) to prepare for the eventuality and authorization of transactions to achieve a greater than 95% confidence level (where a conclusion can be reached) in achieving virtually infallible results using accepted and established means of statistical inference.
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13. a) evaluating the characteristics of the SE itself
b) evaluating current status of the relevant account before the SE is applied c) applying SE to the relevant account and adjusting the relevant account details d) evaluating account again for certain characteristics after the SE was applied to the account.
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20. Software and methodologies utilizing artificial intelligence, rules-based methodology, automated processes (including SP), Hl, enhanced industry specific methodologies (where applicable), and data convergence with CD (including past customer data) for control and prioritization of access to system functions and “
- unlocking”
of sensitive information to achieve a greater than 95% confidence level (where a conclusion can be reached) in achieving virtually infallible results using accepted and established means of statistical inference.
- unlocking”
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22. a) evaluating the characteristics of the SE itself
b) evaluating current status of the relevant account before the SE is applied c) applying SE to the relevant account and adjusting the relevant account details d) evaluating account again for certain characteristics after the SE was applied to the account.
Specification