Method for personalizing computerized customer service

• US 20100088086A1
• Filed: 10/03/2008
• Published: 04/08/2010
• Est. Priority Date: 06/26/2003
• Status: Active Grant

• Current Assignee: Kyndryl Incorporated
• Original Assignee: Michelle Ann Uretsky, Nathan Raymond Hughes, Nishant Srinath Rao
• Inventors: Hughes, Nathan Raymond, Uretsky, Michelle Ann, Rao, Nishant Srinath
• Granted Patent: US 8,335,300 B2
• Time in Patent Office: Days
• US Class Current: 704/8
• CPC Class Codes: G06F 40/56 Natural language generation

Abstract

An apparatus, method, and computer program product for improving user satisfaction with automated response computer driven systems is provided. In one embodiment the automated computer system utilizes a Web browser accessing at least a Web site. In another embodiment, the automated computer system is a telephonic response system with voice recognition and generation capability. In each embodiment the user is first prompted to provide indications of user language usage preferences which are then analyzed and stored in a user profile. Thereafter, subsequent information from the automated system is modified in accordance with the stored user profile before presentation to the user.

Claims

1. A method for enhancing user satisfaction with an automated interactive computer system comprising the steps of:

interactively ascertaining user language usage preferences;

creating a user profile in response to said ascertaining step;

applying said user profile to modify information from said computer system; and

presenting information so modified to said user.

2. The method of claim 1 wherein:

said interactive computer system comprises a Web browser and at least a Web site; and

said ascertaining step includes presenting text passages in different styles and prompting said user to choose a text passage indicative of user preferred language usage.

3. The method of claim 1 wherein:

said interactive computer system is a telephonic response system including voice recognition and generation functions; and

said ascertaining step additionally includes iteratively querying said user to determine preferred voice qualities.

means for modifying subsequent presentations to said user to reflect said stored user indicated language usage pattern preferences.

4-15. -15. (canceled)

16. A method for improving user satisfaction with an automated computer system comprising:

prompting a user to indicate language usage pattern preferences;

analyzing user indicated preferences;

creating a user profile;

storing results of said analyzing step in said user profile; and

modifying subsequent presentations to said user to reflect said stored user indicated language usage pattern preferences.

17. The method of claim 16 wherein:

said automated computer system comprises an automated telephonic response system including means for voice recognition and generation.

18. The method of claim 17 wherein said prompting step comprises:

iteratively querying said user to answer predefined questions; and

ascertaining user preferences for generated voice qualities.