SYSTEM AND METHOD FOR OPTIMIZING RESPONSE HANDLING TIME AND CUSTOMER SATISFACTION SCORES

• US 20130097264A1
• Filed: 11/30/2012
• Published: 04/18/2013
• Est. Priority Date: 01/25/2008
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: BANGALORE, Srinivas, GILBERT, Mazin
• Granted Patent: US 8,612,532 B2
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0245 Surveys
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages

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.

Claims

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.

2. The method of claim 1, wherein the previous email responses are from a plurality of live agents.

3. The method of claim 1, wherein generating the prototype email response, prior to receiving the communication related to the specific subject area, comprises:

(5) performing populating consistency and convenience test on the prototype email response.

4. The method of claim 1, wherein each template email response is assigned to multiple subject areas.

5. The method of claim 1, wherein the string distances are averaged.

6. The method of claim 1, wherein generating the prototype email response further comprises reducing the string distances while increasing an importance of the customer satisfaction data.

7. The method of claim 1, further comprising ranking the plurality of template email responses based on at least one of the handling times and the customer satisfaction data.

8. A system comprising:

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.

9. The system of claim 8, wherein the previous email responses are from a plurality of live agents.

10. The system of claim 8, wherein generating the prototype email response, prior to receiving the communication related to the specific subject area, comprises:

(5) performing populating consistency and convenience test on the prototype email response.

11. The system of claim 8, wherein each template email response is assigned to multiple subject areas.

12. The system of claim 8, wherein the string distances are averaged.

13. The system of claim 8, wherein generating the prototype email response further comprises reducing the string distances while increasing an importance of the customer satisfaction data.

14. The system of claim 8, the computer-readable storage medium having additional instructions stored which result in the method further comprising ranking the plurality of template email responses based on at least one of the handling times and the customer satisfaction data.

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:

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.

16. The computer-readable storage medium of claim 15, wherein the previous email responses are from a plurality of live agents.

17. The computer-readable storage medium of claim 15, wherein generating the prototype email response, prior to receiving the communication related to the specific subject area, comprises:

(5) performing populating consistency and convenience test on the prototype email response.

18. The computer-readable storage medium of claim 15, wherein each template email response is assigned to multiple subject areas.

19. The computer-readable storage medium of claim 15, wherein the string distances are averaged.

20. The computer-readable storage medium of claim 15, wherein generating the prototype email response further comprises reducing the string distances while increasing an importance of the customer satisfaction data.