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Method for identifying and prioritizing customer care automation

  • US 20060026049A1
  • Filed: 07/28/2004
  • Published: 02/02/2006
  • Est. Priority Date: 07/28/2004
  • Status: Abandoned Application
First Claim
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1. A method of identifying and prioritizing automated customer care applications, the method comprising:

  • receiving interview data derived from call center interviews relating to customer tasks;

    analyzing opening statement data to identify information relating to customer preferences for self-service with respect to the customer tasks;

    collecting data and metrics relating to customer care to determine cost savings information relating to a plurality of automated customer care applications associated with the customer tasks;

    assigning a risk level to each of the plurality of automated customer care applications to identify a level of risk associated with development of each of the automated customer care applications;

    generating a prioritized list of the plurality of automated customer care applications based on the interview data, the customer preference information, the cost savings information, and the risk level associated with each of the automated customer care applications.

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