APPARATUS, SYSTEM, AND METHOD FOR AUTOMATED DIALOG DRIVEN UP-SELLING
First Claim
1. An apparatus for automated dialog driven up-selling, the apparatus comprising:
- a search module comprising a computer program product and configured to search service dialog text from a service dialog between a customer and a customer service agent for at least one specified key word;
an identification module comprising a computer program product and configured to identify a customer interaction in response to the at least one specified key word;
an opportunity module comprising a computer program product and configured to identify an interaction opportunity, wherein the customer is not interacting with the customer service agent; and
a presentation module comprising a computer program product and configured to present the customer interaction to the customer.
1 Assignment
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Accused Products
Abstract
An apparatus, system, and method are disclosed for automated dialog driven up-selling. A conversion module may convert a service dialog into service dialog text. A search module searches the service dialog text from the service dialog between a customer and a customer service agent for at least one specified key word. An identification module identifies a customer interaction in response to the at least one key word. An opportunity module identifies an interaction opportunity wherein the customer is not interacting with the customer service agent. A presentation module presents the customer interaction to a customer. A blocking module may receive a blocking request and block customer interaction.
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Citations
20 Claims
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1. An apparatus for automated dialog driven up-selling, the apparatus comprising:
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a search module comprising a computer program product and configured to search service dialog text from a service dialog between a customer and a customer service agent for at least one specified key word; an identification module comprising a computer program product and configured to identify a customer interaction in response to the at least one specified key word; an opportunity module comprising a computer program product and configured to identify an interaction opportunity, wherein the customer is not interacting with the customer service agent; and a presentation module comprising a computer program product and configured to present the customer interaction to the customer. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A computer program product comprising a computer useable medium having a computer readable program, wherein the computer readable program when executed on a computer causes the computer to:
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search service dialog text from a service dialog between a customer and a customer service agent for at least one specified key word; identify a customer interaction in response to the at least one specified key word; identify an interaction opportunity, wherein the customer is not interacting with the customer service agent; and present the customer interaction to the customer. - View Dependent Claims (8, 9, 10, 11, 12, 13, 14, 15)
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16. A system for automated dialog driven up-selling, the system comprising:
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a communications medium configured to provide communications between a customer and a customer service agent; a computer in communication with the communications medium and comprising a search module comprising a computer program product and configured to search service dialog text from a service dialog between the customer and the customer service agent for at least one specified key word; an identification module comprising a computer program product and configured to identify a customer interaction in response to the at least one specified key word; an opportunity module comprising a computer program product and configured to identify an interaction opportunity, wherein the customer is not interacting with the customer service agent; a presentation module comprising a computer program product and configured to present the customer interaction to a customer; and a blocking module comprising a computer program product and configured to receive a blocking request and block the customer interaction in response to the blocking request. - View Dependent Claims (17, 18, 19)
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20. A method for deploying computer infrastructure, comprising integrating computer readable code into a computing system, wherein the code in combination with the computing system is capable of performing the following:
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converting an audio service dialog between a customer and a customer service agent into service dialog text searching the service dialog text for at least one specified key word using a fuzzy search algorithm; identifying a customer interaction in response to the at least one specified key word; identifying an interaction opportunity, wherein the customer is not interacting with the customer service agent; and presenting the customer interaction to a customer using an interactive three-dimensional avatar.
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Specification