System and method for automated customer service with contingent live interaction
First Claim
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1. A computerized system for determining when to transfer a user from an automated service to a live agent comprising:
- a) a self-service solution (SSS); and
b) a monitoring module;
whereini) said user interacts with said SSS;
ii) said monitoring module evaluates, after each turn in said SSS, a probability that said user'"'"'s interaction with the SSS is good and probability that said user'"'"'s interaction with the SSS is bad;
iii) said monitoring module signals an alarm to bring in a human agent if a log of the ratio of said good probability over said bad probability is below predetermined threshold.
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Abstract
A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation to live support if it appears necessary.
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4 Claims
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1. A computerized system for determining when to transfer a user from an automated service to a live agent comprising:
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a) a self-service solution (SSS); and b) a monitoring module; wherein i) said user interacts with said SSS; ii) said monitoring module evaluates, after each turn in said SSS, a probability that said user'"'"'s interaction with the SSS is good and probability that said user'"'"'s interaction with the SSS is bad; iii) said monitoring module signals an alarm to bring in a human agent if a log of the ratio of said good probability over said bad probability is below predetermined threshold. - View Dependent Claims (2, 3, 4)
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Specification