SYSTEM AND METHOD FOR IMPROVING CUSTOMER SERVICE EFFICIENCY

• US 20130036062A1
• Filed: 01/05/2012
• Published: 02/07/2013
• Est. Priority Date: 08/01/2011
• Status: Abandoned Application

• Current Assignee: Infosys Limited
• Original Assignee: Infosys Limited
• Inventors: Natarajan, Swaminathan, Subbarao, Venugopal, Kachru, Komal, Joseph, Sujith
• Application Number:
  US13/344,603
• Publication Number:
  US 20130036062A1
• Time in Patent Office: Days
• US Class Current: 705/304
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/016 After-sales

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.

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.

2. The method of claim 1, wherein at least one of the diagnostic techniques utilizes a knowledge model based on information obtained through the use of one or more of a Bayesian model, a neural network, and a decision tree approach.

3. The method of claim 1, wherein the information within the knowledge database is organized into one or more classifications.

4. The method of claim 1, wherein the historical data includes information based on one or more previously identified issue and the effectiveness of one or more solutions applied to the previously identified issues.

5. The method of claim 1, further comprising developing, by a computing device, computer-executable code based on the knowledge database.

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.

7. The system of claim 6, wherein at least one of the diagnostic techniques utilizes a knowledge model based on information obtained through the use of one or more of a Bayesian model, a neural network, and a decision tree approach.

8. The system of claim 6, wherein the information within the knowledge database is organized into one or more classifications.

9. The system of claim 6, wherein the historical data includes information based on one or more issue previously identified and the effectiveness of solutions applied to the previously identified issues.

10. The system of claim 6, further comprising a computing device configured to develop computer-executable code based on the knowledge database.

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.

12. The computer-readable code of claim 11, wherein at least one of the diagnostic techniques utilizes a knowledge model based on information obtained through the use of one or more of a Bayesian model, a neural network, and a decision tree approach.

13. The computer-readable code of claim 11, wherein the information within the knowledge database is organized into one or more classifications.

14. The computer-readable code of claim 11, wherein the historical data includes information based on one or more issue previously identified and the effectiveness of solutions applied to the previously identified issues.

15. The computer-readable code of claim 11, wherein the method further comprises developing, by a computing device, computer-executable code based on the knowledge database.