Predictive Customer Service Environment
First Claim
1. A computer implemented method for facilitating customer interactions within a customer service environment, comprising:
- a processor configured for predicting a customer problem in a customer service environment;
said processor configured for examining a customer chat transcript to identify customer statements that set forth a customer issue; and
said processor configured, responsive thereto, for any of routing said customer to any of an agent and a text-based facility, and for implementing a problem specific widget in a customer UI.
2 Assignments
0 Petitions
Accused Products
Abstract
A mechanism for facilitating customer interactions within a customer service environment provides prompt and accurate answers to customer questions. A smart chat facility for use in a customer service environment to predict a customer problem examines a customer chat transcript to identify customer statements that set forth a customer issue and, responsive to this, can route the customer to an agent, an appropriate FAQ, or can implement a problem specific widget in the customer UI. Customer queries are matched with most correct responses and accumulated knowledge is used to predict a best response to future customer queries. The iterative system thus learns from each customer interaction and can adapt to customer responses over time to improve the accuracy of problem prediction.
94 Citations
43 Claims
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1. A computer implemented method for facilitating customer interactions within a customer service environment, comprising:
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a processor configured for predicting a customer problem in a customer service environment; said processor configured for examining a customer chat transcript to identify customer statements that set forth a customer issue; and said processor configured, responsive thereto, for any of routing said customer to any of an agent and a text-based facility, and for implementing a problem specific widget in a customer UI. - View Dependent Claims (2, 3, 4)
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5. An apparatus for problem prediction in a customer service environment, comprising:
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an agent console configured for interacting with at least one problem predictor, wherein said problem predictor comprises related articles with which a customer interacts; a smart chat routing module configured for routing customer chat to service center agents based upon an issue/agent mapping; and a first module configured for generating real time triggers, said real time triggers comprising any of agent alerts and supervisor alerts, said first module configured for operating in coordination with said agent console; wherein said triggers are based upon one or more inputs; and wherein said one or more inputs comprise any of an off line average hold time (AHT) reduction solution and values for customer pre-chat time, issue time, and post-chat time. - View Dependent Claims (6, 7, 8)
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9. A computer implemented method for facilitating customer interactions within a customer service environment, comprising:
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a processor configured for examining a customer chat transcript to identify customer statements that set forth a customer issue; said processor configured for identifying a position in said chat transcript at which an issue is posed by the customer; said processor configured for text mining said chat transcript for key lines that identify the customer issue; said processor configured for dividing time components within said chat transcript between agent time and customer time, wherein said time components comprise any of pre-chat, actual chat, and post chat; said processor configured, as a result of said examining, identifying, text mining, and dividing operations, for producing a dataset, said dataset comprising any of customer ID, main issue, one or more sub-issues, agent/customer time for a main issue, agent/customer time for sub-issues, transfer type, transfer time, hold time, pre-chat time, post-chat time, number of customer lines, number of agent lines, number of lines of separation, and status concerning disconnections by customer chats.
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10. A computer implemented method for facilitating customer interactions within a customer service environment, comprising:
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a processor configured for extracting a primary question during a chat session by identifying a first question in a chat session transcript and identifying a position of the question in the chat transcript; wherein if the position of the question in the transcript is greater than or equal to a predetermined value, then the issue is extracted;
else, the transcript is analyzed to determine if a predetermined phrase is present;wherein if said predetermined phrase if found, then a next sentence is deemed to be the primary question;
else, the identifies as the primary question a first customer sentence in the transcript that has a predetermined number of words. - View Dependent Claims (11)
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12. An apparatus for facilitating customer interactions within a customer service environment, comprising:
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a processor configured for predicting a customer problem in a customer service environment; said processor configured for examining a customer chat transcript to identify customer statements that set forth a customer issue; and said processor configured, responsive thereto, for any of routing said customer to any of an agent and a text-based facility, and for implementing a problem specific widget in a customer UI. - View Dependent Claims (13, 14, 15)
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16. A computer implemented method for problem prediction in a customer service environment, comprising:
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providing an agent console configured for interacting with at least one problem predictor, wherein said problem predictor comprises related articles with which a customer interacts; providing a smart chat routing module configured for routing customer chat to service center agents based upon an issue/agent mapping; and providing a first module configured for generating real time triggers, said real time triggers comprising any of agent alerts and supervisor alerts, said first module configured for operating in coordination with said agent console; wherein said triggers are based upon one or more inputs; and wherein said one or more inputs comprise any of an off line average hold time (AHT) reduction solution and values for customer pre-chat time, issue time, and post-chat time. - View Dependent Claims (17, 18, 19)
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20. An apparatus for facilitating customer interactions within a customer service environment, comprising:
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a processor configured for examining a customer chat transcript to identify customer statements that set forth a customer issue; said processor configured for identifying a position in said chat transcript at which an issue is posed by the customer; said processor configured for text mining said chat transcript for key lines that identify the customer issue; said processor configured for dividing time components within said chat transcript between agent time and customer time, wherein said time components comprise any of pre-chat, actual chat, and post chat; said processor configured, as a result of said examining, identifying, text mining, and dividing operations, for producing a dataset, said dataset comprising any of customer ID, main issue, one or more sub-issues, agent/customer time for a main issue, agent/customer time for sub-issues, transfer type, transfer time, hold time, pre-chat time, post-chat time, number of customer lines, number of agent lines, number of lines of separation, and status concerning disconnections by customer chats.
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21. An apparatus for facilitating customer interactions within a customer service environment, comprising:
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a processor configured for extracting a primary question during a chat session by identifying a first question in a chat session transcript and identifying a position of the question in the chat transcript; wherein if the position of the question in the transcript is greater than or equal to a predetermined value, then the issue is extracted;
else, the transcript is analyzed to determine if a predetermined phrase is present;wherein if said predetermined phrase if found, then a next sentence is deemed to be the primary question;
else, the identifies as the primary question a first customer sentence in the transcript that has a predetermined number of words. - View Dependent Claims (22)
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23. An apparatus for event-driven, customizable action execution to facilitate contextual interactions, comprising:
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a processor configured as a predictive service platform for building and provisioning real time interaction management solutions over a network; said processor configured to capture information representative of a user'"'"'s journey across said network; said processor configured to model said journey as a finite state machine consisting of distinct states and conditional transitions between them; and a plurality of different event handlers configured to take specific actions in response to said distinct states and conditional transitions between them. - View Dependent Claims (24, 25, 26, 27, 28, 29, 30, 31)
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32. An apparatus for event-driven, customizable action execution to facilitate contextual interactions, comprising:
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a processor configured as a predictive service platform for building and provisioning real time interaction management solutions over a network; said processor configured to capture information representative of a user'"'"'s journey across said network; and said processor configured to generate events during a lifecycle of journey responsive to said captured information. - View Dependent Claims (33, 34, 35, 36)
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37. An apparatus, comprising:
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a processor configured to execute a program that guides a user through a resolution path; said processor configured to capture information representative of said user'"'"'s journey through said resolution path to track an exact state of the user and for storing said information in a persistent local storage medium; said processor configured to provide a synchronization construct for multiple browser tabs and/or windows to access said storage medium in a consistent manner; wherein said storage medium is enabled by said processor to allow a stateless connection to read from and write to said multiple browser tabs and/or windows. - View Dependent Claims (38, 39, 40, 41, 42, 43)
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Specification