SYSTEM AND METHOD FOR OPTIMIZING RESPONSE HANDLING TIME AND CUSTOMER SATISFACTION SCORES
First Claim
1. A method comprising:
- organizing a plurality of template email responses by assigning to each template email response a subject area; and
when a specific subject area has no associated template email responses;
generating, via a processor, a prototype email response for a topic using a combination of;
(1) text from previous email responses associated with the specific subject area;
(2) handling times associated with the previous email responses;
(3) string distances between the previous email responses; and
(4) customer satisfaction data associated with the previous email responses;
receiving a communication related to the specific subject area; and
presenting the prototype email response to a live agent for consideration in responding to the communication.
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Accused Products
Abstract
A system and method disclosed for using and updating a database of template responses for a live agent in response to user communications. The method includes computing an average string distance between each response from a live agent and a template, use to generate the response, modifying the computed average string distance based on a customer satisfaction score associated with each response and selecting a response that minimizes the computed average string distance and maximizes customer satisfaction. Upon receiving a further communication on a certain issue, the system presents a prototype response that has been added to the template database to the live agent for use in generating a response to the further communication that reduces handling time and increases customer satisfaction.
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Citations
20 Claims
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1. A method comprising:
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organizing a plurality of template email responses by assigning to each template email response a subject area; and when a specific subject area has no associated template email responses; generating, via a processor, a prototype email response for a topic using a combination of; (1) text from previous email responses associated with the specific subject area; (2) handling times associated with the previous email responses; (3) string distances between the previous email responses; and (4) customer satisfaction data associated with the previous email responses; receiving a communication related to the specific subject area; and presenting the prototype email response to a live agent for consideration in responding to the communication. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system comprising:
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a processor; and a computer-readable storage medium having instructions stored which, when executed by the processor, cause the processor to perform a method comprising; organizing a plurality of template email responses by assigning to each template email response a subject area; and when a specific subject area has no associated template email responses; generating, via a processor, a prototype email response for a topic using a combination of; (1) text from previous email responses associated with the specific subject area; (2) handling times associated with the previous email responses; (3) string distances between the previous email responses; and (4) customer satisfaction data associated with the previous email responses; receiving a communication related to the specific subject area; and presenting the prototype email response to a live agent for consideration in responding to the communication. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A computer-readable storage medium having instructions stored which, when executed by a computing device, cause the computing device to perform a method comprising:
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organizing a plurality of template email responses by assigning to each template email response a subject area; and when a specific subject area has no associated template email responses; generating, via a processor, a prototype email response for a topic using a combination of; (1) text from previous email responses associated with the specific subject area; (2) handling times associated with the previous email responses; (3) string distances between the previous email responses; and (4) customer satisfaction data associated with the previous email responses; receiving a communication related to the specific subject area; and presenting the prototype email response to a live agent for consideration in responding to the communication. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification