COMMUNICATION CONDUIT FOR HELP DESK SERVICE

• US 20180276676A1
• Filed: 03/24/2017
• Published: 09/27/2018
• Est. Priority Date: 03/24/2017
• Status: Abandoned Application

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Inventors: Zafar, Salman, Avila, Dionicio A., Liu, He, Lehner, Julia Zhao-Hua, Abbasi, Maruf Md Maniruzzaman, Staley, Nathan, Bhatia, Amisha
• Application Number:
  US15/469,187
• Publication Number:
  US 20180276676A1
• Time in Patent Office: Days
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: G06N 3/006 based on simulated virtual individual or collective life forms, e.g. social simulations or particle swarm optimisation [PSO]
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/0282 Rating or review of business operators or products

Abstract

Non-limiting examples of the present disclosure describe insight-based routing that is used to improve transparency and communication between customers and support agents of a help desk service. An unresolved case may be identified through a help desk service. Case details associated with the unresolved case may be evaluated. In examples, an evaluation of the case details may comprise analyzing an issue that requires resolution, detecting a case state that corresponds with one or more actions taken to resolve the issue of the unresolved case and detecting, through the help desk service, user presence information indicating availability of a customer associated with the unresolved case. A follow-up inquiry may be generated based on the detected case state. The follow-up inquiry may be automatically transmitted to the customer based on an evaluation of the user presence information indicating that the customer is available.

Claims

1. A method comprising:

identifying, through a help desk service, an unresolved case;

evaluating case details associated with the unresolved case, wherein the evaluating comprises;

analyzing an issue that requires resolution, detecting a case state that corresponds with one or more actions taken to resolve the issue of the unresolved case, and

detecting, through the help desk service, user presence information indicating availability of a customer associated with the unresolved case;

generating a follow-up inquiry based on the detected case state; and

automatically transmitting, through the help desk service, the follow-up inquiry to the customer based on an evaluation of the user presence information indicating that the customer is available.

2. The method of claim 1, wherein the follow-up inquiry comprises identification of a support agent assigned to the unresolved case, and wherein presence information for the support agent is provided to the customer through the help desk service.

3. The method of claim 2, further comprising:

assigning the support agent to the unresolved case, wherein the assigning comprises applying a model that analyzes support agent data in correlation with an evaluation of the case details to select the support agent from a pool of support agents, wherein the support agent data comprises;

customer performance reviews of support agents from the pool of support agents,

organizational reviews of the support agents, wherein the organizational reviews comprise data evaluating previous interactions, through the help desk service, involving the support agents,

agent self-evaluations that include a review of a technical expertise of the support agents and a review of communication skills of the support agents, and

availability information for the support agents.

4. The method of claim 2, wherein the follow-up inquiry comprises an indication that the unresolved case has been automatically resolved by the support agent.

5. The method of claim 2, further comprising:

receiving, from the customer through the help desk service, an update to case details of the unresolved case, and providing, to the customer through the help desk service, a real-time notification that the update has been reviewed by the support agent.

6. The method of claim 2, further comprising:

receiving, from the support agent through the help desk service, an update to case details of the unresolved case, and providing, to the customer through the help desk service, a real-time notification that the update has been provided by the support agent.

7. The method of claim 2, wherein the follow-up inquiry is automatically transmitted based on a single-click operation associated with a user interface feature that is selected by the support agent, and wherein the user interface feature comprises a pre-populated message for communication with the customer.

8. A system comprising:

at least one processor; and

a memory, operatively connected with the at least one processor, storing computer-executable instructions that, when executed by the at least one processor, causes the at least one processor to execute a method that comprises;

identifying, through a help desk service, an unresolved case;

evaluating case details associated with the unresolved case, wherein the evaluating comprises;

analyzing an issue that requires resolution,

detecting a case state that corresponds with one or more actions taken to resolve the issue of the unresolved case, and

detecting, through the help desk service, user presence information indicating availability of a customer associated with the unresolved case;

generating a follow-up inquiry based on the detected case state; and

automatically transmitting, through the help desk service, the follow-up inquiry to the customer based on an evaluation of the user presence information indicating that the customer is available.

9. The system of claim 8, wherein the follow-up inquiry comprises identification of a support agent assigned to the unresolved case, and wherein presence information for the support agent is provided to the customer through the help desk service.

10. The system of claim 9, wherein the method, executed by the at least one processor, further comprises:

assigning the support agent to the unresolved case, wherein the assigning comprises applying a model that analyzes support agent data in correlation with an evaluation of the case details to select the support agent from a pool of support agents, wherein the support agent data comprises;

customer performance reviews of support agents from the pool of support agents,

organizational reviews of the support agents, wherein the organizational reviews comprise data evaluating previous interactions, through the help desk service, involving the support agents,

agent self-evaluations that include a review of a technical expertise of the support agents and a review of communication skills of the support agents, and

availability information for the support agents.

11. The system of claim 9, wherein the follow-up inquiry comprises an indication that the unresolved case has been automatically resolved by the support agent.

12. The system of claim 9, wherein the method, executed by the at least one processor, further comprises:

receiving, from the customer through the help desk service, an update to case details of the unresolved case, and providing, to the customer through the help desk service, a real-time notification that the update has been reviewed by the support agent.

13. The system of claim 9, wherein the method, executed by the at least one processor, further comprises:

receiving, from the support agent through the help desk service, an update to case details of the unresolved case, and providing, to the customer through the help desk service, a real-time notification that the update has been provided by the support agent.

14. The system of claim 9, wherein the follow-up inquiry is automatically transmitted based on a single-click operation associated with a user interface feature that is selected by the support agent, and wherein the user interface feature comprises a pre-populated message for communication with the customer.

15. A computer-readable medium storing computer-executable instructions that, when executed by at least one processor, causes the at least one processor to execute a method comprising:

identifying, through a help desk service, an unresolved case;

evaluating case details associated with the unresolved case, wherein the evaluating comprises;

analyzing an issue that requires resolution,

detecting a case state that corresponds with one or more actions taken to resolve the issue of the unresolved case, and

detecting, through the help desk service, user presence information indicating availability of a customer associated with the unresolved case;

generating a follow-up inquiry based on the detected case state; and

automatically transmitting, through the help desk service, the follow-up inquiry to the customer based on an evaluation of user presence information indicating that the customer is available, and wherein the follow-up inquiry comprises identification of a support agent assigned to the unresolved case and presence information for the support agent.

16. The computer-readable medium of claim 15, wherein the executed method further comprising:

assigning the support agent to the unresolved case, wherein the assigning comprises applying a model that analyzes support agent data in correlation with an evaluation of the case details to select the support agent from a pool of support agents, wherein the support agent data comprises;

customer performance reviews of support agents from the pool of support agents,

organizational reviews of the support agents, wherein the organizational reviews comprise data evaluating previous interactions, through the help desk service, involving the support agents,

agent self-evaluations that include a review of a technical expertise of the support agents and a review of communication skills of the support agents, and

availability information for the support agents.

17. The computer-readable medium of claim 15, wherein the follow-up inquiry comprises an indication that the unresolved case has been automatically resolved by the support agent.

18. The computer-readable medium of claim 15, wherein the executed method further comprising:

receiving, from the customer through the help desk service, an update to case details of the unresolved case, and providing, to the customer through the help desk service, a real-time notification that the update has been reviewed by the support agent.

19. The computer-readable medium of claim 15, wherein the executed method further comprising:

receiving, from the support agent through the help desk service, an update to case details of the unresolved case, and providing, to the customer through the help desk service, a real-time notification that the update has been provided by the support agent.

20. The computer-readable medium of claim 15, wherein the follow-up inquiry is automatically transmitted based on a single-click operation associated with a user interface feature that is selected by the support agent, and wherein the user interface feature comprises a pre-populated message for communication with the customer.