APPARATUS, SYSTEM, AND METHOD FOR AUTOMATED DIALOG DRIVEN UP-SELLING

• US 20080244015A1
• Filed: 04/02/2007
• Published: 10/02/2008
• Est. Priority Date: 04/02/2007
• Status: Abandoned Application

• Current Assignee: Lenovo Singapore Pte Limited (Lenovo Group Ltd.)
• Original Assignee: Lenovo Singapore Pte Limited (Lenovo Group Ltd.)
• Inventors: Vanover, Michael Terrell, Thrasher, James J.
• Application Number:
  US11/695,496
• Publication Number:
  US 20080244015A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

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.

Claims

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.

2. The apparatus of claim 1, wherein the service dialog is an audio service dialog and further comprising a conversion module comprising a computer program product and configured to convert the audio service dialog into the service dialog text.

3. The apparatus of claim 1, further comprising 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.

4. The apparatus of claim 1, wherein the customer interaction is interactive.

5. The apparatus of claim 4, wherein the customer interaction employs a three-dimensional avatar.

6. The apparatus of claim 4, wherein the presentation module presents the customer interaction using media selected from text, a visual display, and an audio message.

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:

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.

8. The computer program product of claim 7, wherein the service dialog is an audio service dialog and the computer readable code is further configured to cause the computer to convert the audio service dialog into the service dialog text.

9. The computer program product of claim 8, wherein the audio service dialog employs a Voice Over Internet Protocol.

10. The computer program product of claim 7, wherein the computer readable code is further configured to cause the computer to convert an Instant Messaging dialog into the service dialog text.

11. The computer program product of claim 7, wherein the computer readable code is further configured to cause the computer to receive a blocking request and block the customer interaction in response to the blocking request.

12. The computer program product of claim 7, wherein the customer interaction is interactive.

13. The computer program product of claim 12, wherein the computer readable code is further configured to cause the computer to present the customer interaction using a three-dimensional avatar.

14. The computer program product of claim 12, wherein the computer readable code is further configured to cause the computer to present the customer interaction using media selected from text, a visual display, and an audio message.

15. The computer program product of claim 7, wherein the computer readable code is further configured to cause the computer to search the service dialog text using a fuzzy search algorithm.

16. A system for automated dialog driven up-selling, the system comprising:

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.

17. The system of claim 16, wherein the communications medium employs a Voice Over Internet Protocol.

18. The system of claim 16, wherein the communications medium employs an Instant Messaging protocol.

19. The system of claim 16, wherein the customer interaction is interactive and employs a three-dimensional avatar.

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:

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.