System for closed loop decisionmaking in an automated care system
First Claim
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1. A system comprising:
- a) a processor; and
b) a computer memory in communication with the processor, the memory containing one or more models utilized to process a customer interaction by software that is executed by the processor, said customer interaction comprising;
i) one or more statements made by a customer;
ii) one or more prompts played for said customer;
c) a computer-readable storage medium storing a set of computer executable instructions and coupled to the processor, wherein the processor is configured to execute instructions to;
i) coordinate processing of said customer interaction;
ii) maintain a set of context information related to said customer interaction;
iii) create a data record comprising the set of context information related to said customer interaction;
iv) store the set of context information from said data record in said computer memory;
v) utilize the set of context information stored in said computer memory to automatically create one or more model updates without human intervention; and
vi) automatically update one or more of said models using one or more of said model updates.
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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.
484 Citations
17 Claims
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1. A system comprising:
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a) a processor; and b) a computer memory in communication with the processor, the memory containing one or more models utilized to process a customer interaction by software that is executed by the processor, said customer interaction comprising; i) one or more statements made by a customer; ii) one or more prompts played for said customer; c) a computer-readable storage medium storing a set of computer executable instructions and coupled to the processor, wherein the processor is configured to execute instructions to; i) coordinate processing of said customer interaction; ii) maintain a set of context information related to said customer interaction; iii) create a data record comprising the set of context information related to said customer interaction; iv) store the set of context information from said data record in said computer memory; v) utilize the set of context information stored in said computer memory to automatically create one or more model updates without human intervention; and vi) automatically update one or more of said models using one or more of said model updates. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A system comprising:
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a) a processor; and b) a computer memory in communication with the processor, the memory containing one or more models utilized to process a customer interaction by software that is executed by the processor, wherein said customer interaction comprises; i) one or more statements made by a customer; ii) one or more prompts played for said customer; wherein said one or more models comprises a model comprising; I) a set of potential call dispositions, wherein each disposition correlates to a potential outcome of said customer interaction; II) for each potential call disposition from the set of potential call dispositions, an indication of the potential call disposition'"'"'s desirability; and wherein said computer memory further contains; 1) a record of a disposition of said customer interaction; c) the computer-readable storage medium storing a set of computer executable instructions and coupled to the processor, wherein the processor is configured to execute instructions 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 the set of context information related to said customer interaction; iv) store the set of context information from said data record in said computer memory; v) utilize the set of context information stored in said computer memory to automatically create one or more model updates without human intervention; vi) automatically update one or more of said models using one or more of said model updates without involvement from a human being; and vii) make at least one recommendation regarding processing said customer interaction based at least in part on the indication of the potential call disposition'"'"'s desirability.
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Specification