PROVIDING COMMUNITY FOR CUSTOMER QUESTIONS

• US 20120084112A1
• Filed: 09/24/2011
• Published: 04/05/2012
• Est. Priority Date: 09/24/2010
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Bagchi, Sugato, Boguraev, Branimir K., Levas, Anthony T., Sicconi, Roberto, Zadrozny, Wlodek W.
• Application Number:
  US13/244,430
• Publication Number:
  US 20120084112A1
• Time in Patent Office: Days
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/01 Customer relationship services

Abstract

A system for providing community for customer questions receives a customer question. The customer question may be classified into a classification from a plurality of classifications categorizing whether a question is answerable, needs expert assistance, needs more information, or is not answerable. Based on the classification and one or more incentives, the question may be further routed to an appropriate community. The interactions with a customer in receiving and answering the customer question may be recorded.

Claims

1. A method for providing a community for customer questions, comprising:

receiving a customer question;

invoking a question and answer processing module to automatically determine an answer to the customer question;

receiving an answer from the question and answer processing module with associated confidence level;

classifying the customer question based on the received answer and the associated confidence level, wherein the classifying includes at least,

classifying the customer question as answerable if the associated confidence level meets a predetermined threshold;

classifying the customer question as needs expert assistance, if the associated confidence level does not meet the predetermined threshold and if it is determined that an expert'"'"'s input is needed;

classifying the customer question as needs more information, if the associated confidence level does not meet the predetermined threshold and if it is determined that more information is needed from the customer;

selecting one or more expert and routing the customer question to the selected one or more experts if the customer question is classified as needs expert assistance and based on one or more program controlling incentives;

routing the customer question back to a customer if the customer question is classified as needs more information and providing a feedback to the customer as to the more information needed, wherein the more information received from the customer allows the question and answer processing module to provide an answer;

providing the answer received from the question and answer processing module to the customer if the customer question is classified as answerable; and

providing the answer with help of the selected one or more experts if the customer question is routed to the selected one or more experts.

2. The method of claim 1, further including classifying the customer question into whether the customer question is unanswerable, before invoking the question and answer processing module, based on prior knowledge that a type of the customer question falls into an unanswerable category, and if the customer question is determined to be unanswerable, notifying the customer, and if the customer question is determined to be answerable, proceeding with the invoking the question and answer processing module step.

3. The method of claim 1, further including recording the customer questions, interactions with the customer and information from the question and answering processing module.

4. The method of claim 3, wherein the recording is mined for improving customer service.

5. The method of claim 1, wherein the customer question is further classified into sub-classes.

6. The method of claim 4, wherein the sub-classes classify the customer question as to whether an answer to the customer question is procedural, explanation, a yes or no, troubleshooting, factoids, or miscellaneous.

7. The method of claim 1, wherein a call center operator receives the customer question.

8. The method of claim 1, wherein the customer question is received via e-mail, instant messaging, social networking site, blog, or combinations thereof.

9. A computer readable storage medium storing a program of instructions executable by a machine to perform a method of providing a community for customer questions, comprising:

receiving a customer question;

invoking a question and answer processing module to automatically determine an answer to the customer question;

receiving an answer from the question and answer processing module with associated confidence level;

classifying the customer question based on the received answer and the associated confidence level, wherein the classifying includes at least,

classifying the customer question as answerable if the associated confidence level meets a predetermined threshold;

classifying the customer question as needs expert assistance, if the associated confidence level does not meet the predetermined threshold and if it is determined that an expert'"'"'s input is needed;

classifying the customer question as needs more information, if the associated confidence level does not meet the predetermined threshold and if it is determined that more information is needed from the customer;

selecting one or more experts and routing the customer question to the selected one or more experts if the customer question is classified as needs expert assistance and based on one or more program controlling incentives;

routing the customer question back to a customer if the customer question is classified as needs more information, and providing a feedback to the customer as to the more information needed, wherein the more information received from the customer allows the question and answer processing module to provide an answer;

providing the answer received from the question and answer processing module to the customer if the customer question is classified as answerable; and

providing the answer with help of the selected one or more experts if the customer question is routed to the selected one or more experts.

10. The computer readable storage medium of claim 9, further including classifying the customer question into whether the customer question is unanswerable, before invoking the question and answer processing module, based on prior knowledge that a type of the customer question falls into an unanswerable category, and if the customer question is determined to be unanswerable, notifying the customer, and if the customer question is determined to be answerable, proceeding with the invoking the question and answer processing module step.

11. The computer readable storage medium of claim 9, further including recording the customer questions, interactions with the customer and information from the question and answering processing module.

12. The computer readable storage medium of claim 11, wherein the recording is mined for improving customer service.

13. The computer readable storage medium of claim 9, wherein the customer question is further classified into sub-classes.

14. The computer readable storage medium of claim 13, wherein the sub-classes classify the customer question as to whether an answer to the customer question is procedural, explanation, a yes or no, troubleshooting, factoids, or miscellaneous.

15. The computer readable storage medium of claim 9, wherein a call center operator receives the customer question.

16. The computer readable storage medium of claim 9, wherein the customer question is received via e-mail, instant messaging, social networking site, blog, or combinations thereof.

17. A system for providing a community for customer questions, comprising:

a processor;

a communication and dialog module operable to receive a customer question;

a question and answer processing module operable to execute on the processor and further operable to parse and produce a candidate answer to the customer question with associated confidence level;

a business logic module operable to receive the candidate answer from the question and answer processing module with the associated confidence level, the business logic module further operable to classify the customer question based on the received answer and the associated confidence level, wherein the classifying includes at least,

classifying the customer question as answerable if the associated confidence level meets a predetermined threshold;

classifying the customer question as needs expert assistance, if the associated confidence level does not meet the predetermined threshold and if it is determined that an expert'"'"'s input is needed;

classifying the customer question as needs more information, if the associated confidence level does not meet the predetermined threshold and if it is determined that more information is needed from the customer;

the business logic module further operable to select one or more experts and route the customer question to the selected one or more experts if the customer question is classified as needs expert assistance and based on one or more program controlling incentives, the business logic module further operable to route the customer question back to a customer if the customer question is classified as needs more information and provide a feedback to the customer as to what more information needed, wherein the more information received from the customer allows the question and answer processing module to provide an answer, the business logic module further operable to provide the answer received from the question and answer processing module to the customer if the customer question is classified as answerable, and the business logic module further operable to provide the answer with help of the selected one or more experts if the customer question is routed to the selected one or more experts.

18. The system of claim 17, further including:

a classification module operable to classify the customer question into whether the customer question is unanswerable, before submitting the customer question to the question and answer processing module, based on prior knowledge that a type of the customer question falls into an unanswerable category, wherein if the customer question is determined to be unanswerable, the customer is notified, and if the customer question is determined to be answerable, the customer question is submitted to the question and answer processing module.

19. The system of claim 17, wherein the customer questions, interactions with the customer and information from the question and answering processing module are recorded.

20. The system of claim 19, wherein the recording is mined for improving customer service.

21. The system of claim 17, wherein the customer question is further classified into sub-classes.

22. The system of claim 21, wherein the sub-classes classify the customer question as to whether an answer to the customer question is procedural, explanation, a yes or no, troubleshooting, factoids, or miscellaneous.

23. The system of claim 17, wherein a call center operator receives the customer question.

24. The system of claim 17, wherein the customer question is received via e-mail, instant messaging, social networking site, blog, or combinations thereof.