Customer automated response system

• US 8,073,130 B2
• Filed: 07/28/2004
• Issued: 12/06/2011
• Est. Priority Date: 07/28/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Dezonno, Anthony J.
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US10/900,842
• Publication Number:
  US 20060023866A1
• Time in Patent Office: 2,687 Days
• Field of Search: 379/265.02, 379/265.09
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A method and apparatus are provided for prompting an agent of an automatic contact distributor during a customer service contact with a client. The method includes the steps of detecting a state of the customer service contact with the client via operation of a terminal of the agent; selecting a set of possible responses for use by the agent from a plurality of sets of possible responses that are appropriate to the detected state of the customer service contact and visually prompting the agent with the selected set of possible responses.

Claims

1. A method of prompting an agent of an automatic contact distributor during a customer service contact with a client where each customer service contact is divided into a plurality of predefined transaction phase states through which the contact passes during the contact, such method comprising the steps of:

automatically detecting each of the transaction phase states of the customer service contact during the contact with the client out of the plurality of predefined transaction phase states via operation of a terminal of the agent;

automatically selecting in response to respective detection of each respective transaction phase state of the plurality of transaction phase states via operation of a selection processor, a respective set of possible responses for use by the agent from a plurality of sets of predetermined possible responses including a plurality of sets of predetermined possible responses appropriate to each respective one of the plurality of predefined transaction phase states, the respective set of possible responses being a plurality of predetermined possible responses each specifically appropriate to the respective detected transaction phase state of the customer service contact and focused primarily upon supporting the respective transaction phase state of the customer service contact; and

visually prompting the agent on the terminal of the agent with the respective selected set of possible responses from which the agent may select a response.

2. The method of prompting the agent as in claim 1 wherein the plurality of predefined transaction phase states comprise at least a greeting state, a problem definition state, a problem resolution state, a solution acceptance state, and a farewell state.

3. The method of prompting the agent as in claim 2 further comprising assigning a problem identifier after delivering a greeting in the greeting state and entering the problem definition state, and after the agent selects and delivers a response, assigning a new problem identifier if the problem resolution phase state is not entered.

4. The method of prompting the agent as in claim 3 further comprising an additional problem state.

5. The method of prompting the agent as in claim 2 further comprising selecting a response from the selected set of possible responses, delivering the response selected to the client, and then entering a new transaction phase state.

6. The method of prompting the agent as in claim 1 wherein the step of detecting the transaction phase state of the customer service contact further comprises the terminal detecting activation by the agent of a softkey of a problem statement menu.

7. The method of prompting the agent as in claim 1 wherein the step of automatically detecting the transaction phase state of the customer service contact further comprises a word recognition application within the terminal of the agent recognizing a set of words of the client and automatically determining the transaction phase state of the contact in response thereto.

8. The method of prompting the agent as in claim 7 wherein the step of detecting the state of the customer service contact further comprises matching the recognized words with a predetermined set of words that define each state.

9. The method of prompting the agent as in claim 1 further comprising measuring a time the agent spends in each state of the contact.

10. The method of prompting the agent as in claim 9 further comprising scheduling an agent for re-training when the measured time in a state exceeds a predetermined threshold value.

11. An apparatus for prompting an agent of an automatic contact distributor during a customer service contact with a client where each customer service contact is divided into a plurality of predefined transaction phases, such apparatus comprising:

means for detecting which transaction phase that the customer service contact with the client is in, of the plurality of predefined transaction phases via operation of a terminal of the agent wherein the plurality of predefined transaction phases include a problem definition phase and a problem resolution phase;

means for automatically selecting, in response to respective detection of each respective transaction phase state of the plurality of phase states, a respective set of possible responses for use by the agent from a plurality of sets of possible responses, such that the respective set of possible response selected is a plurality of responses specifically appropriate to the respective detected transaction phase of the customer service contact and focused primarily upon supporting the respective transaction phase state of the customer service contact;

means for visually prompting the agent with the respective selected set of possible responses enabling the agent to select a response; and

means for assigning a problem identifier after entering the problem definition phase, and assigning a new problem identifier if the problem resolution phase is not entered after the agent responds.

12. The apparatus for prompting the agent as in claim 11 wherein the plurality of transaction phases comprise at least a greeting phase, a problem definition phase, a problem resolution phase, and a farewell phase.

13. The apparatus for prompting the agent as in claim 12 wherein the plurality of phases further comprise a solution acceptance phase.

14. The apparatus for prompting the agent as in claim 12 further comprising an additional problem phase.

15. The apparatus for prompting the agent as in claim 12 further comprising means for selecting a response from the selected set of possible responses, and means for delivering the response selected to the client.

16. The apparatus for prompting the agent as in claim 11 wherein the means for detecting the transaction phase further comprises means within the terminal for detecting activation of a softkey of a problem statement menu.

17. The apparatus for prompting the agent as in claim 11 wherein the means for detecting the phase of the customer service contact further comprises means within the terminal of the agent for recognizing a set of words of the client and/or automatically determining the transaction phase of the contact in response thereto.

18. The apparatus for prompting the agent as in claim 17 wherein the means for detecting the phase of the customer service contact further comprises means for matching the recognized words with a predetermined set of words that define each phase.

19. The apparatus for prompting the agent as in claim 11 further comprising means for the agent to select a response from the set of responses by activating a switch to select a corresponding prompt, and means for automatically composing a text message incorporating the selected response.

20. The apparatus for prompting the agent as in claim 11 further comprising means for measuring a time the agent spends in a phase and means for scheduling an agent for re-training when the measured time in a phase exceeds a predetermined threshold value.

21. An apparatus for prompting an agent of an automatic contact distributor during a customer service contact with a client where the customer service contact is divided into a plurality of predefined transaction phase states, such apparatus comprising:

a plurality of prompting files where each prompting file of the plurality of prompting files corresponds to a respective transaction phase state of the plurality of predefined transaction phase states of the customer service contact and each file of the plurality of prompting files contains a plurality of possible responses by the agent to the client each of the plurality of possible responses specifically related to the corresponding respective transaction phase state and focused primarily upon the current phase state of the customer service contact;

a state detection processor that automatically detects which respective transaction phase state of the plurality of transaction phase states that the customer service contact is in; and

a state display processor which selects in response to respective detection of each respective transaction phase state of the plurality of transaction phase states, the prompting file that corresponds to the respective detected transaction phase state and displays a window on a terminal of the agent that visually prompts the agent with the plurality of possible responses of the prompting file that corresponds to the respective detected transaction phase state of the customer service contact and that enables the agent to select a response therefrom.

22. The apparatus for prompting the agent as in claim 21 wherein the plurality of states comprise at least a greeting state, a problem definition state, a problem resolution state, and a farewell state.

23. The apparatus for prompting the agent as in claim 22 wherein the plurality of states comprise a solution acceptance state.

24. The apparatus for prompting the agent as in claim 23 wherein the plurality of states further comprises an additional problem state.

25. The apparatus for prompting the agent as in claim 21 further comprising the window enabling selection of a response from the visually prompted set of possible responses, and the terminal enabling delivery of the response selected to the client.

26. The apparatus for prompting the agent as in claim 21 further comprising a state selection window that allows the agent to select the transaction phase state of the customer service contact.

27. The apparatus for prompting the agent as in claim 21 wherein the state detection processor further comprises a word recognition application within the terminal of the agent for recognizing a set of words of the client.

28. The apparatus for prompting the agent as in claim 27 wherein the word recognition application further comprises a predetermined set of words that define each state.

29. The apparatus for prompting the agent as in claim 21 further comprising a timer that measures a time the agent spends in each state of the plurality of states detected by the state recognition processor.

30. The apparatus for prompting the agent as in claim 29 further comprising a training processor that schedules an agent for re-training when the measured time in each state exceeds a predetermined threshold value.