Method and system for automating the creation of customer-centric interfaces
First Claim
1. A method for automated creation of a customer-centric interface comprising a plurality of menu prompts, the method comprising:
- collecting a plurality of customer opening statements;
creating a list of a plurality of tasks for which a plurality of customers access and use the customer-centric interface;
analyzing the customer opening statements to determine a plurality of customer terminology used by the customers;
eliciting a plurality of customer feedback regarding how each task relates to each of the other tasks;
determining a frequency of occurrence for each task based on the customer opening statements;
determining which tasks to include in the customer-centric interface system based on the frequency of occurrence for the tasks;
ordering the tasks within the customer-centric interface system based on the frequency of occurrence for the tasks;
combining the tasks into one or more groups of tasks based on the elicited plurality of customer feedback regarding how each task relates to each of the other tasks and the frequency of occurrence for the tasks;
creating the plurality of menu prompts for the customer-centric interface using the customer terminology, one or more action specific objects, and the customer perceived task relationships;
testing the customer-centric interface with one or more test customers;
providing the test customers with one or more tasks to accomplish using the customer-centric interface;
determining if each test customer accomplished the provided task;
determining a customer satisfaction value for each test customer;
calculating a response time for each provided task;
generating a performance matrix including the response times, the customer satisfaction values, and the task accomplishment;
reconfiguring the customer-centric interface system based on the performance matrix;
implementing the customer-centric interface for access and use by the customers;
monitoring the performance of the customer-centric interface; and
modifying the customer-centric interface based on a plurality of post-implementation results based on the monitoring.
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Accused Products
Abstract
A method and system for automating the creation of customer-centric interfaces includes a customer-centric interface system automatically creating a customer-centric interface, a collection engine, a customer language engine, a task frequency engine, a customer structure engine, and a customer performance engine. The collection engine collects a plurality of customer intention information. The customer language engine utilizes the customer intention information to create customer-centric menu prompts using the customers own terminology and action specific object words. The task frequency engine determines a frequency of occurrence for the tasks for which the customers contact the customer-centric interface and orders the tasks within the customer-centric interface. The customer structure engine determines how the customers relate the tasks together and groups the tasks according to task relationships. The customer performance engine tests the customer-centric interface and modifies the customer-centric interface for optimal performance.
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Citations
31 Claims
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1. A method for automated creation of a customer-centric interface comprising a plurality of menu prompts, the method comprising:
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collecting a plurality of customer opening statements; creating a list of a plurality of tasks for which a plurality of customers access and use the customer-centric interface; analyzing the customer opening statements to determine a plurality of customer terminology used by the customers; eliciting a plurality of customer feedback regarding how each task relates to each of the other tasks; determining a frequency of occurrence for each task based on the customer opening statements; determining which tasks to include in the customer-centric interface system based on the frequency of occurrence for the tasks; ordering the tasks within the customer-centric interface system based on the frequency of occurrence for the tasks; combining the tasks into one or more groups of tasks based on the elicited plurality of customer feedback regarding how each task relates to each of the other tasks and the frequency of occurrence for the tasks; creating the plurality of menu prompts for the customer-centric interface using the customer terminology, one or more action specific objects, and the customer perceived task relationships; testing the customer-centric interface with one or more test customers; providing the test customers with one or more tasks to accomplish using the customer-centric interface; determining if each test customer accomplished the provided task; determining a customer satisfaction value for each test customer; calculating a response time for each provided task; generating a performance matrix including the response times, the customer satisfaction values, and the task accomplishment; reconfiguring the customer-centric interface system based on the performance matrix; implementing the customer-centric interface for access and use by the customers; monitoring the performance of the customer-centric interface; and modifying the customer-centric interface based on a plurality of post-implementation results based on the monitoring.
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2. A method for creating and integrating interface structure into a customer-centric interface, the method comprising:
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compiling a list of a plurality of tasks, for which a plurality of customers access and use the customer-centric interface, based on a task frequency of occurrence; eliciting a plurality of customer feedback regarding how each task in the list relates to each of the other tasks in the list; aggregating the customer feedback; analyzing the aggregated customer feedback to determine one or more customer perceived task relationships; and structuring the customer-centric interface in accordance with the customer perceived task relationships. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for developing customer-centric menu prompts for a customer-centric interface, the method comprising:
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identifying one or more action words and one or more object words within a customer statement when a customer interfaces with the customer-centric interface; determining which of the action words are specific and which of the object words are specific; associating each of the specific action words with at least one of the specific object words as used by the customer within the customer statement; determining a frequency of occurrence for each of the specific object words and each of the specific action words; storing the specific action words and the specific object words in one or more databases in accordance with the frequency of occurrence; generalizing the specific action words into one or more general groups of specific action words and the specific object words into one or more general groups of specific object words; and creating the customer-centric menu prompts based on at least one of the one or more general groups of specific action words and the one or more general groups of specific object words. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20, 21)
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22. A method for developing customer-centric menu prompts for a customer-centric interface, the method comprising:
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identifying one or more action words and one or more object words within a customer statement when a customer interfaces with the customer-centric interface; determining which of the action words are specific and which of the object words are specific; associating each of the specific action words with at least one of the specific object words as used by the customer within the customer statement; determining a frequency of occurrence for each of the specific object words and each of the specific action words; storing the specific action words in a specific action word database and the specific object words in a specific object word database; generalizing the specific action words into one or more general groups of specific action words and the specific object words into one or more general groups of specific object words; and creating the customer-centric menu prompts based on at least one of the one or more general groups of specific action words and the one or more general groups of specific object words. - View Dependent Claims (23, 24, 25, 26, 27, 28, 29, 30, 31)
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Specification