SYSTEM AND METHOD FOR IMPROVING CUSTOMER SERVICE EFFICIENCY
First Claim
1. A method for improving customer service efficiency, the method comprising:
- receiving, by a computing device, information from a customer;
identifying, by a computing device, an issue based on the information received from the customer;
determining, by a computing device, whether a solution resolving the identified issue exists in a knowledge database that associates customer issues with known solutions, wherein the knowledge database includes information based on historical data, expert knowledge, one or more diagnostic techniques, and one or more language models;
if a solution to the identified issue exists in the knowledge database, reporting, by a computing device, the solution to the customer; and
if a solution to the identified issue does not exist in the knowledge database;
determining, by a computing device, an alternative solution based the information received from the customer;
determining, by a computing device, whether the alternative solution resolves the identified issue; and
if the alternative solution resolves the identified issue, updating, by a computing device, the knowledge database to associate the identified issue with the alternative solution.
1 Assignment
0 Petitions
Accused Products
Abstract
The disclosed embodiments relate to a method for improving customer service efficiency. The method preferably comprises receiving information from a customer, identifying an issue based on the information received from the customer, and determining, by a computing device, whether a solution resolving the identified issue exists in a knowledge database that associates customer issues with known solutions, wherein the knowledge database includes information based on historical data, expert knowledge, one or more diagnostic techniques, and one or more language models. The disclosed embodiment also relates to a system and computer-readable code that can be used to implement the exemplary methods.
-
Citations
15 Claims
-
1. A method for improving customer service efficiency, the method comprising:
-
receiving, by a computing device, information from a customer; identifying, by a computing device, an issue based on the information received from the customer; determining, by a computing device, whether a solution resolving the identified issue exists in a knowledge database that associates customer issues with known solutions, wherein the knowledge database includes information based on historical data, expert knowledge, one or more diagnostic techniques, and one or more language models; if a solution to the identified issue exists in the knowledge database, reporting, by a computing device, the solution to the customer; and if a solution to the identified issue does not exist in the knowledge database; determining, by a computing device, an alternative solution based the information received from the customer; determining, by a computing device, whether the alternative solution resolves the identified issue; and if the alternative solution resolves the identified issue, updating, by a computing device, the knowledge database to associate the identified issue with the alternative solution. - View Dependent Claims (2, 3, 4, 5)
-
-
6. A system for improving customer service efficiency, the system comprising:
-
a computing device configured to receive information from a customer; a computing device configured to identify an issue based on the information received from the customer; a computing device configured to determine whether a solution resolving the identified issue exists in a knowledge database that associates customer issues with known solutions, wherein the knowledge database includes information based on historical data, expert knowledge, one or more diagnostic techniques, and one or more language models; a computing device configured to report a solution to the customer if the solution to the identified issue exists in the knowledge database; a computing device configured to determine an alternative solution based the information received from the customer if a solution to the identified issue does not exist in the knowledge database; a computing device configured to determine whether the alternative solution resolves the identified issue if a solution to the identified issue does not exist in the knowledge database; and a computing device configured to update the knowledge database to associate the identified issue with the alternative solution if the alternative solution resolves the identified issue. - View Dependent Claims (7, 8, 9, 10)
-
-
11. Computer-readable code stored on a non-transitory computer-readable medium that, when executed by a mobile device, performs a method for improving customer service efficiency, the method comprising:
-
receiving, by a computing device, information from a customer; identifying, by a computing device, an issue based on the information received from the customer; determining, by a computing device, whether a solution resolving the identified issue exists in a knowledge database that associates customer issues with known solutions, wherein the knowledge database includes information based on historical data, expert knowledge, one or more diagnostic techniques, and one or more language models; if a solution to the identified issue exists in the knowledge database, reporting, by a computing device, the solution to the customer; and if a solution to the identified issue does not exist in the knowledge database; determining, by a computing device, an alternative solution based the information received from the customer; determining, by a computing device, whether the alternative solution resolves the identified issue; and if the alternative solution resolves the identified issue, updating, by a computing device, the knowledge database to associate the identified issue with the alternative solution. - View Dependent Claims (12, 13, 14, 15)
-
Specification