Method and apparatus for providing result-oriented customer service

• US 5,594,791 A
• Filed: 10/05/1994
• Issued: 01/14/1997
• Est. Priority Date: 10/05/1994
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Inventions, Inc.
• Inventors: Szlam, Aleksander, Owen, James E.
• Primary Examiner(s): Hofsass, Jeffery
• Assistant Examiner(s): Hong, Harry S.
• Application Number:
  US08/318,506
• Time in Patent Office: 832 Days
• Field of Search: 379/91, 379/92, 379/93, 379/94, 379/100, 379/201, 379/216, 379/265, 379/266, 379/309, 379/355
• US Class Current: 379/265.09
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0245 Surveys
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

An automated customer service system which maintains and uses a customer sensitivity profile to contact the customer in a manner, at a time and date, and at a location which are preferred by the customer. This maximizes the likelihood that the customer will be favorably responsive to the contact, whether the contact be to make a sale, to discuss collection of a balance due, or just to obtain current information about the customer. The automated customer service system also maintains and uses a list of available resources, such as an agent qualification profile, in conjunction with the customer sensitivity profile, to automatically assign available resources, such as agents, to the various campaigns. The agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills. The system administrator devises a strategy script based upon the customer sensitivity requirements and the agent qualifications. The strategy script determines which resources, such as agents, meet which requirements, and whether there are adequate resources to handle the requirements of concurrent campaigns. The strategy script also provides for assignment of the resources in accordance with a preplanned priority or procedure in the event that there are not adequate resources available.

Claims

1. A method for contacting a customer, comprising the steps of:

obtaining a customer sensitivity profile for said customer, said customer sensitivity profile comprising the following factors;

a preferred address for contacting said customer, a preferred telephone number for contacting said customer by voice, and a preferred manner of contacting said customer, said preferred manner comprising the following;

by voice, and by means other than voice;

extracting said preferred manner from said customer sensitivity profile;

if said preferred manner is by voice then extracting said preferred telephone number from said customer sensitivity profile and automatically calling said customer at said preferred telephone number for voice; and

if said preferred manner is by other than voice then automatically sending a document to said customer at said preferred address.

2. The method of claim 1 wherein said preferred manner further comprises at least one of the following:

by conventional mail, by facsimile, and by electronic mail;

and wherein said customer sensitivity profile further comprises at least one of the following;

a conventional mail address for contacting said customer by conventional mail, a preferred telephone number for contacting said customer by facsimile, and an electronic mail address for contacting said customer by electronic mail;

and wherein said method further comprises the steps of;

if said preferred manner is by conventional mail then extracting said conventional mail address from said customer sensitivity profile and automatically sending a document to said customer at said conventional mail address;

if said preferred manner is by facsimile then extracting said preferred telephone number for facsimile from said customer sensitivity profile and automatically sending a document to said customer at said preferred telephone number for facsimile; and

if said preferred manner is by electronic mail then extracting said electronic mail address from said customer sensitivity profile and automatically sending a document to said customer at said electronic mail address.

3. The method of claim 2 and wherein said customer sensitivity profile further comprises a preferred time or date, or both, for contacting said customer by at least one of electronic mail and facsimile and, if said preferred manner is by electronic mail or by facsimile, then extracting said preferred time or date, or both, for said preferred manner from said customer sensitivity profile, and wherein said steps of sending a document to said customer comprise automatically sending said document at least in accordance with one of said preferred time and said preferred date.

4. The method of claim 1 wherein said customer sensitivity profile further comprises a preferred time or date, or both, for contacting said customer by voice, and wherein said step of calling said customer comprises automatically calling said customer at said preferred telephone number for voice at least in accordance with one of said preferred time and said preferred date.

5. The method of claim 1 wherein said customer sensitivity profile further comprises a date when said customer sensitivity profile was last updated, and further comprising the steps of:

determining whether a predetermined time has elapsed since said customer sensitivity profile was last updated; and

if said predetermined time has elapsed then automatically contacting said customer to update said customer sensitivity profile.

6. The method of claim 5 wherein said step of contacting said customer comprises extracting said preferred manner from said customer sensitivity profile and automatically contacting said customer in accordance with said preferred manner.

7. The method of claim 5 wherein said step of contacting said customer comprises calling said customer at said preferred telephone number and automatically playing a message to said customer indicating that said customer sensitivity profile should be updated.

8. The method of claim 5 wherein said step of contacting said customer comprises calling said customer at said preferred telephone number and automatically playing a message to said customer asking when said customer would like to update said customer sensitivity profile.

9. The method of claim 8 and further comprising the steps of:

monitoring for a response from said customer to said message; and

if said response is that said customer sensitivity profile should be updated at a later time, then playing a message prompting said customer to specify a time, a date, or both, for a repeat call to update said customer sensitivity profile, and automatically calling said customer to update said customer sensitivity profile on said time and date specified by said customer.

10. The method of claim 9 and further comprising the steps of:

if said response is that said customer sensitivity profile should be updated now, then automatically presenting a factor from said customer sensitivity factors to said customer.

11. The method of claim 10 and further comprising the steps of:

monitoring for a response from said customer to said factor; and

if said response is that said factor is satisfactory, then automatically presenting a next factor to said customer.

12. The method of claim 10 and further comprising the steps of:

monitoring for a response from said customer to said factor;

if said response is that said factor is to be updated, then determining whether an update to said factor requires the assistance of an agent; and

if said assistance is not required, then updating said factor.

13. The method of claim 12 and further comprising the steps of:

if said assistance is required, then automatically connecting said customer to an agent and displaying said factor to said agent.

14. The method of claim 1 wherein said customer sensitivity profile further comprises a date when said customer sensitivity profile was last updated, and further comprising the steps of:

determining whether a predetermined time has elapsed since said customer sensitivity profile was last updated;

if said predetermined time has elapsed then, when said customer places a telephone call to a predetermined number, automatically playing a message asking said customer to indicate whether said customer sensitivity profile should be updated.

15. The method of claim 14 and further comprising the steps of:

monitoring for a response from said customer to said message; and

if said response is that said customer sensitivity profile should be updated, then automatically presenting a factor from said customer sensitivity factors to said customer.

16. The method of claim 15 and further comprising the steps of:

monitoring for a response from said customer to said factor; and

if said response is that said factor is satisfactory, then automatically presenting a next factor to said customer.

17. The method of claim 15 and further comprising the steps of:

monitoring for a response from said customer to said factor;

if said response is that said factor is to be updated, then determining whether an update to said factor requires the assistance of an agent; and

if said assistance is not required, then updating said factor.

18. The method of claim 17 and further comprising the steps of:

if said assistance is required, then automatically connecting said customer to an agent and displaying said factor to said agent.

19. The method of claim 1 wherein said customer sensitivity profile further comprises a date when said customer sensitivity profile was last updated, and further comprising the steps of:

determining whether a predetermined time has elapsed since said customer sensitivity profile was last updated;

if said predetermined time has elapsed then, when said customer is connected to an agent, automatically presenting a display to said agent to prompt said agent to inquire of said customer as to whether said customer sensitivity profile should be updated.

20. The method of claim 1 wherein said customer sensitivity profile further comprises a preferred contact requirement, and further comprising the steps of:

inspecting said customer sensitivity profile to determine said preferred contact requirement;

inspecting an agent qualification profile to determine if any agent on duty satisfies said preferred contact requirement; and

if any agent on duty satisfies said preferred contact requirement, then automatically placing a call to said customer.

21. The method of claim 1 and wherein said customer sensitivity profile further comprises a preferred date for contacting said customer by mail and, if said preferred manner is by mail, then extracting said preferred date for mail from said customer sensitivity profile, and wherein said step of mailing said document comprises mailing said document on said date.

22. The method of claim 1 and wherein said customer sensitivity profile further comprises a preferred date for contacting said customer by conventional mail and, if said preferred manner is by conventional mail, then extracting said preferred date for mail from said customer sensitivity profile, and wherein said step of mailing said document comprises mailing said document by conventional mail to arrive by said date.

23. A method for contacting a customer, comprising the steps of:

establishing and storing a customer sensitivity profile having at least the following factors;

a preferred manner of contacting said customer, a preferred time or date, or both, for contacting said customer, and information on how to contact said customer in accordance with said preferred manner, wherein said preferred manner comprises a preselected one of the following manners of contact;

by facsimile, by electronic mail, and by voice;

automatically retrieving said customer sensitivity profile;

automatically extracting said factors from said customer sensitivity profile;

automatically initiating contact with said customer in accordance with said factors; and

after conclusion of said contact with said customer, maintaining said customer sensitivity profile for use in initiating a next contact with said customer.

24. The method of claim 23 and, after said step of initiating said contact with said customer, further comprising the steps of:

presenting at least one of said factors from said customer sensitivity profile to said customer for approval or update;

monitoring for a response from said customer;

if said response is approval, then proceeding to said step of maintaining; and

if said response is update, then updating said customer sensitivity profile.

25. The method of claim 24 and, if said preferred manner is by voice, then said information comprises a preferred telephone number for calling said party, said step of presenting comprises playing a message to said party, and said step of monitoring comprises detecting DTMF tones, and said method, after said step of monitoring for said response, further comprises the step of:

if said response indicates that the attention of an agent is required, then automatically connecting said customer to an agent and presenting at least said one factor of said customer sensitivity profile to said agent.