SYSTEM AND METHOD FOR APPLYING PREDICITIVE ANALYSIS TO DETERMINE CLIENT SUPPORT REQUIREMENTS BY MEANS OF INDIRECT USER INTERACTION
First Claim
1. A computer-implemented method of processing a customer-support request, comprising:
- (a) receiving by a server associated with a provider, a support request transmitted by a computing device associated with a customer;
(b) performing in the provider server, a predictive analysis to determine one or more reasons for initiating the support request;
(c) determining by the provider server, one or more provider representatives qualified to address the support request; and
(d) transmitting by the provider server a support request notification to a computing device associated with a provider representative that is qualified to address the support request.
2 Assignments
0 Petitions
Accused Products
Abstract
Systems and methods enable the processing of a customer-support request by allowing customers to initiate a support request through a computing device without the need for the customer to provide information relating to the customer'"'"'s reasons for initiating the request. In one embodiment, a server associated with a provider receives a support request from a customer computing device. The provider server performs predictive analysis to determine the most likely reasons the customer initiated the service request. The provider server also identifies one or more representatives qualified to address the support request and transmits a support request notification to a computing device associated with a provider representative who is qualified to address the request.
28 Citations
14 Claims
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1. A computer-implemented method of processing a customer-support request, comprising:
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(a) receiving by a server associated with a provider, a support request transmitted by a computing device associated with a customer; (b) performing in the provider server, a predictive analysis to determine one or more reasons for initiating the support request; (c) determining by the provider server, one or more provider representatives qualified to address the support request; and (d) transmitting by the provider server a support request notification to a computing device associated with a provider representative that is qualified to address the support request. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for processing a customer support request comprising:
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a first processor associated with a provider; a second processor associated with a customer; one or more processors associated with provider representatives; and a data storage device including a computer-readable medium having computer readable code for instructing the processors, and when executed by the processors, the processors perform operations comprising; (a) receiving by the first processor, a support request transmitted by the second processor; (b) performing by the first processor, a predictive analysis to determine one or more reasons for initiating the support request; (c) determining by the first processor one or more provider representatives qualified to address the support request; and (d) transmitting by the first processor a support request notification to a provider representative processor associated with a provider representative that is qualified to address the support request. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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Specification