Direct collection of customer intentions for designing customer service center interface

• US 20030204435A1
• Filed: 04/30/2002
• Published: 10/30/2003
• Est. Priority Date: 04/30/2002
• Status: Abandoned Application

• Current Assignee: AT&T Labs Incorporated (AT&T, Inc.)
• Original Assignee: SBC Technology Resources, Inc. (AT&T, Inc.)
• Inventors: McQuilkin, Meredith L., Bushey, Robert R., Knott, Benjamin A., Martin, John M., Joseph, Kurt M., Edwards, Gregory W.
• Application Number:
  US10/135,460
• Publication Number:
  US 20030204435A1
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

A method of collecting customer intentions of customers who use automated service systems, such as web-based or interactive telephone-based service applications. Customers are surveyed when they use the application to collect their intention in visiting the system. The responses of these customers are collected and tabulated. The relative frequencies of customer intentions are analyzed and used to design an interface to the service application, so that future customers will be presented with menu-type selections that best reflect their needs.

Claims

1. A method of designing a customer service interface for a web-based customer service site, comprising the steps of:

presenting each customer with a survey page upon entry to the site, wherein the survey page contains at least a dialog box;

prompting each customer to enter a description of the customer'"'"'s reason for visiting the site;

receiving a number of responses to the prompting step;

categorizing the responses into a set of customer intention categories;

counting the number of responses in each category;

calculating a frequency value associated with each category, the frequency value for each category representing the number of times a response is made for that category relative to other categories;

providing selections for the web site based on the results of the calculating step, wherein the selections are described in language corresponding to the customer responses and wherein the selections are ordered by frequency value; and

providing at least one hypertext link to another web page based on the results of the collecting step.

2. A method of designing a customer service interface for a web-based customer service site, comprising the steps of:

presenting each customer with a survey page upon entry to the site;

prompting each customer to enter a description of the customer'"'"'s reason for visiting the site;

receiving a number of responses to the prompting step;

categorizing the responses into a set of customer intention categories;

counting the number of responses in each category;

calculating a frequency value associated with each category, the frequency value for each category representing the number of times a response is made for that category relative to other categories; and

providing selections for the web site based on the results of the calculating step, wherein the selections are described in language corresponding to the customer responses.

3. The method of claim 2, wherein the survey page has a click through means for permitting the receiving step to be bypassed.

4. The method of claim 2, further comprising the step of providing programming operable to control the number of times the presenting step is performed for a particular customer.

5. The method of claim 2, further comprising the step of providing at least one link to another web page based on the results of the collecting step.

6. The method of claim 2, wherein the providing step is performed such that selections are ordered in order of frequency.

7. The method of claim 2, wherein the survey page contains a dialog box and the customer enters the responses into the dialog box.

8. The method of claim 2, wherein the survey page contains a selection list and the customer selects from that list.

9. The method of claim 2, wherein the survey page contains both dialog box into which customers may enter responses and a selection list from which customers may select.

10. The method of claim 2, further comprising the step of corroborating the responses by tracking a customer'"'"'s navigation through the web site.

11. A method of designing a customer service interface for an interactive telephone-based customer service center, comprising the steps of:

presenting each customer with a survey page upon entry to the center;

prompting each customer to state a description of the customer'"'"'s reason for visiting the site;

receiving a number of responses to the prompting step;

categorizing the responses into a set of customer intention categories;

counting the number of responses in each category;

calculating a frequency value associated with each category, the frequency value for each category representing the number of times a response is made for that category relative to other categories; and

providing selections for the service center based on the results of the calculating step, wherein the selections are described in language corresponding to the customer responses.

12. The method of claim 11, wherein the providing step is performed such that selections are ordered in order of frequency.

13. The method of claim 11, wherein the receiving step is performed by a live service agent.

14. The method of claim 11, wherein the receiving step is performed by a voice recording device.

15. The method of claim 14, further comprising the step of parsing the responses.