System and method for closed loop decisionmaking in an automated care system
First Claim
Patent Images
1. A system comprising:
- a) a processor;
b) a computer memory connected to said processor containing one or more models utilized to process a customer interaction, said customer interaction comprising;
i) one or more statements made by a customer;
ii) one or more prompts played for said customer;
c) a set of computer executable instructions stored in said computer memory and configured to;
i) coordinate processing of the customer interaction;
ii) maintain a set of context information related to said customer interaction;
iii) create a data record comprising information related to said customer interaction from said set of context information;
iv) store information from said data record in said computer memory;
v) utilize information from said data record stored in said computer memory, along with information from a plurality of other data records comprising context information gathered during a plurality of interactions with other customers, to automatically create one or more model updates without involvement from a human being;
vi) automatically update one or more of said models using one or more of said model updates without involvement from a human being;
wherein the set of computer executable instructions is configured to automatically update one or more of said models using one or more of said model updates without involvement from a human being in response to a trigger, wherein said trigger comprises at least one element selected from the group consisting of;
i) a usage milestone, wherein the usage milestone is a trigger condition based at least in part on number of interactions processed by the system;
ii) the creation of the one or more model updates; and
iii) a schedule, wherein the schedule is a trigger condition based at least in part on elapsed time.
10 Assignments
0 Petitions
Accused Products
Abstract
There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.
-
Citations
17 Claims
-
1. A system comprising:
-
a) a processor; b) a computer memory connected to said processor containing one or more models utilized to process a customer interaction, said customer interaction comprising; i) one or more statements made by a customer; ii) one or more prompts played for said customer; c) a set of computer executable instructions stored in said computer memory and configured to; i) coordinate processing of the customer interaction; ii) maintain a set of context information related to said customer interaction; iii) create a data record comprising information related to said customer interaction from said set of context information; iv) store information from said data record in said computer memory; v) utilize information from said data record stored in said computer memory, along with information from a plurality of other data records comprising context information gathered during a plurality of interactions with other customers, to automatically create one or more model updates without involvement from a human being; vi) automatically update one or more of said models using one or more of said model updates without involvement from a human being; wherein the set of computer executable instructions is configured to automatically update one or more of said models using one or more of said model updates without involvement from a human being in response to a trigger, wherein said trigger comprises at least one element selected from the group consisting of; i) a usage milestone, wherein the usage milestone is a trigger condition based at least in part on number of interactions processed by the system; ii) the creation of the one or more model updates; and iii) a schedule, wherein the schedule is a trigger condition based at least in part on elapsed time. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
-
Specification