Answer resource management system and method

• US 20030179876A1
• Filed: 01/29/2003
• Published: 09/25/2003
• Est. Priority Date: 01/29/2002
• Status: Abandoned Application

• Current Assignee: Brown & Michaels PC, Stephen C. Fox
• Original Assignee: Brown & Michaels PC, Stephen C. Fox
• Inventors: Brown, Michael R., Fox, Stephen C.
• Application Number:
  US10/353,843
• Publication Number:
  US 20030179876A1
• Time in Patent Office: Days
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A customer service center (answer resource management system) and method are described herein for answering an inquiry from a customer by combining human interaction and software automation through a transparent interface. Basically, the customer service center is capable of receiving an inquiry (e.g., question, request) from a customer and providing the customer with an answer to the inquiry through a transparent interface on one side of which is the customer and on another side of which is an automated system and an agent. If the automated system is not capable a providing the answer to the customer, then the agent can be consulted in order to provide the answer to the customer. The transparent interface (e.g., text-to-speech interface) is designed such that the agent can provide the answer to the customer without needing to talk directly with the customer.

Claims

1. A customer service center capable of receiving an inquiry from a customer and providing the customer with an answer to the inquiry through a transparent interface on one side of which is the customer and on another side of which is an automated system and an agent, wherein if the automated system is not capable of providing the answer to the customer then the agent can be consulted in order to provide the answer to the customer.

2. The customer service center of claim 1, wherein said transparent interface is a text-to-speech engine designed such that the agent can provide the answer to the customer without needing to talk directly with the customer.

3. The customer service center of claim 1, wherein said transparent interface is a text-to-speech engine designed such that the customer does not know if the answer was provided by the automated system or the agent.

4. The customer service center of claim 1, wherein said automated system includes an answer engine and session manager capable of supporting and coordinating various components of the customer service center.

5. The customer service center of claim 1, wherein said automated system includes a recognizer engine that has a knowledge database capable of storing a plurality of answers to a plurality of inquiries at which the inquiry from the customer is compared to the plurality of inquiries in an attempt to find the corresponding answer.

6. The customer service center of claim 5, wherein said recognizer engine and said knowledge database assigns a confidence factor to the corresponding answer.

7. The customer service center of claim 1, wherein said automated system includes an escalation engine capable of determining whether or not to escalate the inquiry to the agent.

8. The customer service center of claim 7, wherein said escalation engine determines whether or not to escalate the inquiry to the agent based on a status of the customer.

9. The customer service center of claim 7, wherein said agent can provide the answer to the escalated inquiry by:

selecting, from a knowledge database, an answer to the escalated inquiry;

providing a custom answer to the escalated inquiry;

selecting, from an answer script engine, a script to be played to the customer so as to obtain more information about the escalated inquiry and then providing an answer to the escalated inquiry;

or

contacting another agent to have that agent provide an answer to the escalated inquiry.

10. The customer service center of claim 7, wherein said automated system is capable of learning by automatically providing an answer to a future inquiry that was previously escalated to and answered by the agent.

11. The customer service center of claim 7, wherein said escalation engine interacts with an answer queue capable of storing the answer to the escalated inquiry and said answer queue has a notification engine capable of forwarding the stored answer to a predetermined electronic device used by the customer if the customer is no longer connected to the customer service center.

12. The customer service center of claim 7, wherein said customer can make another inquiry while the escalated inquiry is being processed by the escalation engine or the agent.

13. The customer service center of claim 1, wherein said automated system is capable of generating at least one status report.

14. The customer service center of claim 1, wherein said automated system includes an escalation engine capable of forwarding the inquiry to the agent who is also a sales representative depending on a nature of the inquiry.

15. The customer service center of claim 1, wherein said inquiry is a question or a request.

16. The customer service center of claim 1, wherein said customer service center is an answer resource management system.

17. The customer service center of claim 1, wherein said customer service center is a phone-based customer service center.

18. The customer service center of claim 1, wherein said customer service center is a web-based customer service center.

19. The customer service center of claim 1, wherein said customer service center is an instant message based customer service center.

20. A method for operating a customer service center, said method comprising the steps of:

receiving an inquiry from a customer; and

providing the customer with an answer to the inquiry using a transparent interface on one side of which is the customer and on another side of which is an automated system and an agent, wherein if the automated system is not capable of providing the answer to the customer then the agent can be consulted in order to provide the answer to the customer.

21. The method of claim 20, wherein said transparent interface is a text-to-speech engine designed such that the agent can provide the answer to the customer without needing to talk directly with the customer.

22. The method of claim 20, wherein said transparent interface is a text-to-speech engine designed such that the customer does not know if the answer was provided by the automated system or the agent.

23. The method of claim 20, wherein said automated system includes an answer engine and session manager capable of supporting and coordinating various components of the customer service center.

24. The method of claim 20, wherein said automated system includes a recognizer engine that has a knowledge database capable of storing a plurality of answers to a plurality of inquiries at which the inquiry from the customer is compared to the plurality of inquiries in an attempt to find the corresponding answer.

25. The method of claim 24, wherein said recognizer engine and said knowledge database assigns a confidence factor to the corresponding answer.

26. The method of claim 20, wherein said automated system includes an escalation engine capable of determining whether or not to escalate the inquiry to the agent.

27. The method of claim 26, wherein said escalation engine determines whether or not to escalate the inquiry to the agent based on a status of the customer.

28. The method of claim 26, wherein said agent can provide the answer to the escalated inquiry by:

selecting, from a knowledge database, an answer to the escalated inquiry;

providing a custom answer to the escalated inquiry;

selecting, from an answer script engine, a script to be played to the customer so as to obtain more information about the escalated inquiry and then providing an answer to the escalated inquiry;

or

contacting another agent to have that agent provide an answer to the escalated inquiry.

29. The method of claim 26, wherein said automated system is capable of learning by automatically providing an answer to a future inquiry that was previously escalated to and answered by the agent.

30. The method of claim 26, wherein said escalation engine interacts with an answer queue capable of storing the answer to the escalated inquiry and said answer queue has a notification engine capable of forwarding the stored answer to a predetermined electronic device used by the customer if the customer is no longer connected to the customer service center.

31. The method of claim 26, wherein said customer can make another inquiry while the escalated inquiry is being processed by the escalation engine or the agent.

32. The method of claim 20, wherein said automated system is capable of generating at least one status report.

33. The method of claim 20, wherein said automated system includes an escalation engine capable of forwarding the inquiry to the agent who is also a sales representative depending on a nature of the inquiry.

34. The method of claim 20, wherein said inquiry is a question or a request.

35. The method of claim 20, wherein said customer service center is an answer resource management system.

36. The method of claim 20, wherein said customer service center is a phone-based customer service center.

37. The method of claim 20, wherein said customer service center is a web-based customer service center.

38. The method of claim 20, wherein said customer service center is an instant message based customer service center.