System and method for selecting a preferred method of executing a process of a customer communication

• US 20080063170A1
• Filed: 08/16/2006
• Published: 03/13/2008
• Est. Priority Date: 08/16/2006
• Status: Abandoned Application

• Current Assignee: Teambook2 Limited
• Original Assignee: Teambook2 Limited
• Inventors: Halevy, Yechiam, Weissman, Michal
• Application Number:
  US11/504,652
• Publication Number:
  US 20080063170A1
• Time in Patent Office: Days
• US Class Current: 379/201.02
• CPC Class Codes: H04M 2242/14 with services dependent on location where the service is an information service H04M2242/15; services independent of location H04M3/42229
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A system and method of sensing a characteristic of a customer communication over an electronic medium; storing methods of executing a process in the customer communication wherein the characteristic is detected, selecting a preferred method for executing the process and directing the process be executed in accordance with the preferred method.

Claims

1. A system comprising:

a sensor to sense a characteristic of a customer communication, said communication over an electronic medium;

a memory to store a plurality of methods of executing a process of said customer communication, said communication having said characteristic; and

a processor to;

select a preferred method from among said plurality of methods; and

direct an execution of said process using said preferred method.

2. The system as in claim 1, wherein said characteristic is selected from the group consisting of an identity of a party of said customer communication, a gender of said party, an emotion of said party, a time of a call of said customer communication, a location of said party, a request of said party, an age of said party, a preferred language of said party, an accent of said party, and an urgency of said party.

3. The system as in claim 1, wherein said processor is to:

record a first value of a parameter of said process, said process executed using a first of said plurality of methods;

record a second value of said parameter of said process, said process executed using a second of said plurality of methods;

compare said first value to said second value; and

designate as said preferred method, the method of said plurality of methods having a most favored value of said parameter.

4. The system as in claim 3, wherein said processor is to direct executions of said process using said preferred method until a third method achieves a value of said parameter more favorable than said values achieved using said first method and said second method.

5. The system as in claim 1, wherein said first of said plurality of methods comprises an action performed by a person, and wherein said second of said plurality of methods comprises an action performed by a machine.

6. The system as in claim 5, wherein said processor is to direct said customer communication to said machine for an execution of said process, and to said person for execution of a second process.

7. The system as in claim 1, wherein said process comprises a plurality of sub-processes, and wherein said processor is to:

identify a sub-process of said plurality of sub-processes;

select a preferred method of performing said sub-process from among a plurality of methods of performing said sub-process; and

direct an execution of said sub-process using said preferred method of performing said sub-process.

8. The system as in claim 1, wherein said processor is to select said preferred method based on a parameter selected from the group consisting of a cost of a transaction of said customer communication, a success rate of a transaction in said customer communication, a satisfaction of a customer in said customer communication, an effectiveness of imparting data to said customer.

9. A method comprising:

sensing a characteristic of a customer communication, said communication over an electronic medium;

storing a plurality of methods of executing a process of said customer communication, said communication having said characteristic;

selecting a preferred method from among said plurality of methods; and

directing an execution of said process using said preferred method.

10. The method as in claim 9, wherein said sensing comprises sensing a characteristic selected from the group consisting of an identity of a caller of said customer communication a gender of said caller, an emotion of said caller, a time of a call of said customer communication, a location of said caller, a request of said caller, an age of said caller, a preferred language of said caller, an accent of said caller, and an urgency of said caller.

11. The method as in claim 9, comprising:

recording a first value of a parameter of said process, said process executed using a first of said plurality of methods;

recording a second value of said parameter of said process, said process executed using a second of said plurality of methods;

comparing said first value to said second value; and

designating as said preferred method, the method of said plurality of methods having a most favored value of said parameter.

12. The method as in claim 11, comprising directing an execution of said process using said preferred method until a third method achieves a value of said parameter more favorable than said values achieved using said first method and said second method.

13. The method as in claim 9, wherein said storing said plurality of methods comprises storing a first method, said first method to be performed by a person, and storing a second method, said second method to be performed by a machine.

14. The method as in claim 13, wherein said directing comprises directing said customer communication to said machine for an execution of said process, and to said person for execution of a second process.

15. The method as in claim 9, wherein said process comprises a plurality of sub-processes, and comprising:

identifying a sub-process of said plurality of sub-processes;

selecting a preferred method of performing said sub-process from among a plurality of methods of performing said sub-process; and

directing an execution of said sub-process using said preferred method of performing said sub-process.

16. The method as in claim 9, wherein designating comprises designating on the basis of a parameter selected from the group consisting of a cost of a transaction of said customer communication, a success rate of a transaction in said customer communication, a satisfaction of a customer in said customer communication, and an effectiveness of imparting data to said customer.

17. A system comprising:

a memory to store a plurality of preferences for a response to a customer communication; and

a processor, said processor to;

transfer a customer communication from an automated response mode to a manual response mode upon a signal that said manual response mode complies with a preference of said plurality of preferences for said communication; and

transfer said customer communication from said automated response mode to said manual response mode upon a signal that said automated response mode complies with a preference of said plurality of preferences for said communication.

18. The system as in claim 17, wherein said processor is to

record data collected in said automated response mode of said customer communication;

and

present said data to a manual operator of said communication.

19. The system as in claim 17, wherein said plurality of said preferences comprises a preference of a customer of said customer communication, and wherein said processor is to identify said customer of said customer communication and apply said preference of said customer to said customer communication.

20. The system as in claim 19, wherein said processor is to collect a preference of said customer during said customer communication.

21. The system as in claim 19, wherein said processor is to identify said customer on the basis of a signal selected from the group consisting of a caller ID of said customer, a voice of said customer, a spoken name of said customer, a password of said customer.

22. The system as in claim 17, wherein said signal is generated in response to a signal from said customer, said signal from said customer selected from the group consisting of a voice tone of said customer, a repeated use of a word by said customer during said customer communication, and a volume of a voice of said customer during said customer communication.

23. A method comprising:

storing a plurality of preferences for a response to a customer communication;

transferring a customer communication from an automated response mode to a manual response mode upon a signal that said manual response mode complies with a preference of said plurality of preferences for said communication; and

transferring said customer communication from said automated response mode to said manual response mode upon a signal that said automated response mode complies with a preference of said plurality of preferences for said communication.

24. The method as in claim 23, comprising:

recording data collected in said automated response mode of said customer communication; and

presenting said data to a manual operator of said communication.

25. The method as in claim 23, wherein storing said plurality of said preferences comprises storing a preference of a customer of said customer communication, and comprising identifying said customer of said customer communication and applying said preference of said customer to said customer communication.

26. The method as in claim 23, comprising collecting a preference of said customer during said customer communication.

27. The method as in claim 23, comprising identifying said customer on a basis of a signal selected from the group consisting of a caller ID of said customer, a voice of said customer, a spoken name of said customer, a password of said customer.

28. The method as in claim 23, comprising generating said signal in response to a signal from said customer, said signal from said customer selected from the group consisting of a voice tone of said customer, a repeated use of a word by said customer during said customer communication, and a volume of a voice of said customer during said customer communication.