APPARATUS AND METHOD FOR PROVIDING CUSTOMER ASSISTANCE

• US 20190026792A1
• Filed: 07/20/2017
• Published: 01/24/2019
• Est. Priority Date: 07/20/2017
• Status: Active Application

• Current Assignee: General Electric Company
• Original Assignee: General Electric Company
• Inventors: Alcombright, James, Guenther, Adam S., Dobis, Krista Marie, Bueno, Ivan
• Application Number:
  US15/654,824
• Publication Number:
  US 20190026792A1
• Time in Patent Office: Days
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

A customer identifier is scanned using an electronic scanner at the customer service center. Based upon the scanned customer identifier, service information concerning the customer is retrieved from a database at a central processing center, and presented to a technician in order to allow the technician to assist the customer. A customer problem description is obtained from the customer. The customer problem description defines a problem of the customer in need of resolution. Upon receiving an electronic indication closing the case, at the central processing center automatically updates one or more analytics or metrics that are associated with the customer service center.

Claims

1. A method of assisting a customer in solving a problem at a customer service center, the method comprising:

scanning a customer identifier using an electronic scanner at the customer service center;

based upon the scanned customer identifier, retrieving from a database at a central processing center service information concerning the customer, and presenting the retrieved service information at a first user interface at the customer service center to a technician in order to allow the technician to assist the customer;

obtaining a customer problem description from the customer, the customer problem description defining a problem of the customer in need of resolution, and determining a solution for the customer problem;

at the first user interface, initiating a customer case that is associated with the customer problem and the solution;

after a resolution to the customer case is determined, receiving an electronic indication to close the case at the central processing center;

upon receiving the electronic indication closing the case, at the central processing center automatically updating one or more analytics or metrics that are associated with the customer service center, wherein the updating utilizes or accounts for one or more of;

the customer problem, the solution to the customer problem, and feedback received from the customer;

rendering the updated analytics or metrics at a second user interface, the rendering aiding in taking an action to improve customer service in the customer service center.

2. The method of claim 1, further comprising taking the action to improve a customer experience at the customer service center based at least in part upon a human review of the updated analytics or metrics.

3. The method of claim 1, further comprising calculating a wait time and a service time to resolve the customer problem, and rendering the wait time and the service time on a third user interface to the customer.

4. The method of claim 3, further comprising instituting a surge response when the wait time exceeds a predetermined wait time threshold, the surge response being effective to locate and instruct resources to be used in the customer service center to solve problems of customers.

5. The method of claim 1, wherein the solution to the problem is automatically identified based at least in part upon historic data stored in the database.

6. The method of claim 1, wherein the customer identifier is contained on or at an employee badge or a fob.

7. The method of claim 1, wherein at least one of the first user interface and the second user interface are mobile devices.

8. The method of claim 1, wherein the customer information contains information selected from the group consisting of:

an image of the customer, information identifying how many visits the customer made to the service center within a predetermined time period, and demographic information concerning the customer.

9. The method of claim 1, wherein the second user interface is only accessible to a supervisor or manager of the customer service center.

10. The method of claim 1, wherein the action is an action selected from the group consisting of:

initiating a training class, changing a product design, and electronically reporting a product problem to a manufacturer.

11. A system that is configured to assist a customer in solving a problem at a customer service center, the system comprising:

an electronic scanner that is configured to scan a customer identifier at a customer service center;

a network coupled to the electronic scanner;

a first user interface, a second user interface, and a control circuit coupled to the network, wherein the first user interface is deployed at the customer service center and the control circuit is deployed at a central processing center;

a database coupled to the control circuit, the database being deployed at the central processing center;

wherein the control circuit is configured to, based upon the scanned customer identifier, retrieve from the database service information concerning the customer, the control circuit further configured to present the retrieved service information to a technician at the first user interface via the network;

wherein a customer problem description is obtained from the customer and entered at the first user interface, the customer problem description defining a problem of the customer that is in need of resolution;

wherein a solution for the customer problem is determined;

wherein at the first user interface, a customer case is initiated, the customer case being associated with the customer problem and the solution;

wherein an electronic indication is subsequently received by the control circuit that indicates the case is closed, and upon receiving the electronic indication, the control circuit is configured to automatically cause updating of one or more of analytics or metrics that are associated with the customer service center, wherein the updated analytics or metrics utilize or account for one or more of;

the customer problem, the solution to the customer problem, and feedback received from the customer and wherein the control circuit is configured to render the updated analytics or metrics at a second user interface in order to facilitate an action being taken to improve a customer experience at the customer service center.

12. The system of claim 11, wherein the control circuit is further configured to calculate a wait time and a service time to resolve the customer problem, and to render the wait time and the service time at a third user interface to the customer.

13. The system of claim 12, wherein the control circuit is further configured to institute a surge response when the wait time exceeds a threshold, the surge response being effective to locate and instruct resources to be used in the customer service center to solve problems of customers.

14. The system of claim 11, wherein the solution to the problem is automatically identified by the control circuit based at least in part upon historic data stored in the database.

15. The system of claim 11, wherein the customer identifier is contained on or at an employee badge or a fob.

16. The system of claim 11, wherein at least one of the first user interface, and the second user interface are mobile devices.

17. The system of claim 11, wherein the customer information contains information selected from the group consisting of:

an image of the customer, information identifying how many visits the customer made to the service center within a predetermined time period, and demographic information concerning the customer.

18. The system of claim 11, wherein the second user interface is only accessible to a supervisor or manager of the customer service center.

19. The system of claim 11, wherein the action is an action selected from the group consisting of:

initiating a training class, changing a product design, and electronically reporting a product problem to a manufacturer.