System and Method for Closed Loop Decisionmaking in an Automated Care System
First Claim
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1. A system comprising:
- a) a computer memory containing one or more models utilized to process a customer interaction, said customer interaction comprising;
i) one or more statements made by a customer;
ii) one or more prompts played for said customer;
b) a set of computer executable instructions configured to;
i) coordinate processing of the customer interaction;
ii) maintain a set of context information related to said customer interaction;
iii) create a data record comprising information related to said customer interaction;
iv) store information from said data record in said computer memory;
v) utilize information stored in said computer memory to automatically create one or more model updates;
vi) automatically update one or more of said models using one or more of said model updates.
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Abstract
There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.
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Citations
21 Claims
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1. A system comprising:
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a) a computer memory containing one or more models utilized to process a customer interaction, said customer interaction comprising;
i) one or more statements made by a customer;
ii) one or more prompts played for said customer;
b) a set of computer executable instructions configured to;
i) coordinate processing of the customer interaction;
ii) maintain a set of context information related to said customer interaction;
iii) create a data record comprising information related to said customer interaction;
iv) store information from said data record in said computer memory;
v) utilize information stored in said computer memory to automatically create one or more model updates;
vi) automatically update one or more of said models using one or more of said model updates. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A computerized system for improving an interactive voice response system comprising:
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a) an interactive voice response system;
b) a decision agent; and
c) a feedback system;
wherein;
a) said interactive voice response system is activated by initiation of a customer interaction, said customer interaction comprising;
i) one or more statements made by a customer;
ii) one or more prompts played for said customer;
b) said decision agent is configured with a set of computer executable instructions to determine a route through said interactive voice response system;
wherein said set of computer executable instructions is configured to determine said route based on;
i) a set of information related to said customer interaction;
ii) a prediction model;
c) upon completion of said customer interaction, said interactive voice response system is configured to transfer said customer to a customer service representative;
d) said customer service representative determines a customer satisfaction level with said interactive voice response system;
e) said customer satisfaction level is reported to said feedback system;
f) said feedback system is configured to modify said prediction model based at least in part on said customer satisfaction level.
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20. A computer readable medium having computer executable instructions for performing the method comprising the steps of:
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a) capturing a natural language statement made during an interaction with a self care system;
b) automatically creating a textual representation of said natural language statement using a computer program;
c) associating said textual representation of said natural language statement with a set of context information corresponding to said natural language statement;
d) adding said textual representation of said natural language statement and said set of context information to a first data record;
e) merging said first data record and a second data record to create a third data record, said second data record comprising a set of information related to an interaction with an assisted care system;
f) automatically generating a statistical language model based at least in part on said third data record;
g) updating the computer program using said statistical language model.
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21. A computer readable medium having computer executable instructions for performing the method comprising the steps of:
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a) capturing a natural language statement made during an interaction with a self care system;
b) automatically creating a textual representation of said natural language statement;
c) automatically creating a classification corresponding to said natural language statement;
d) adding said textual representation and said classification to a first data record;
e) appending said classification to a second data record, said second data record comprising a set of information related to an interaction with an assisted care system;
f) merging said first data record and said second data record to create a third data record;
g) automatically generating a semantic model based at least in part on said third data record;
h) updating the computer program using said semantic model.
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Specification