System, method & software for a user responsive call center customer service delivery solution
First Claim
1. A method for provisioning user support in a call-center environment, comprising:
- maintaining a plurality of selectable user interface (U/I) models, the U/I models adapted to assist a user in performing a desired transaction;
initiating, in response to a user connection, a current U/I model based on at least one aspect of the user connection;
requesting user selection of a transaction to be performed in accordance with the current U/I model;
monitoring user responsiveness during the user connection;
determining, based on a next node of the selected transaction and at least one aspect of monitored user responsiveness, whether an alternative U/I model is more likely than the current U/I model to elicit effective user responsiveness to the next node;
replacing the current U/I model with a selected alternative U/I model in response to a determination of a preference for the selected alternative U/I model;
activating, after replacement with the selected alternative U/I model, the currently preferred U/I model;
prompting the user as to performance of the next node of the selected transaction in accordance with the current U/I model;
repeating the determining, replacing, activating and prompting steps so long as the selected transaction requires completion of an additional node;
summarizing information gathered during performance of the selected transaction;
requesting user verification of the summarized information;
soliciting any unverified information from the user;
repeating the summarizing, requesting and soliciting steps until there remains no unverified information;
submitting at least one aspect of monitored user responsiveness to a U/I model update system;
evaluating, by the U/I model update system, whether the monitored user responsiveness warrants updating one or more of the plurality of selectable U/I models; and
updating, in accordance with the evaluating step, one or more of the plurality of selectable U/I models.
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Accused Products
Abstract
A system, method and software are provided for implementing an adaptive and dynamic call center customer service delivery solution. In operation, a user interface (U/I) model is selected from a library of U/I models as the U/I model likely to elicit favorable customer responses and to achieve customer completion of the selected transaction. The active U/I model may be re-evaluated at each node of the selected transaction and a new model selected in response to a determination that the active U/I model is no longer preferred. One or more U/I models may be updated based on observed user responsiveness, the efficiency of past transactions as well as on other grounds.
105 Citations
20 Claims
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1. A method for provisioning user support in a call-center environment, comprising:
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maintaining a plurality of selectable user interface (U/I) models, the U/I models adapted to assist a user in performing a desired transaction;
initiating, in response to a user connection, a current U/I model based on at least one aspect of the user connection;
requesting user selection of a transaction to be performed in accordance with the current U/I model;
monitoring user responsiveness during the user connection;
determining, based on a next node of the selected transaction and at least one aspect of monitored user responsiveness, whether an alternative U/I model is more likely than the current U/I model to elicit effective user responsiveness to the next node;
replacing the current U/I model with a selected alternative U/I model in response to a determination of a preference for the selected alternative U/I model;
activating, after replacement with the selected alternative U/I model, the currently preferred U/I model;
prompting the user as to performance of the next node of the selected transaction in accordance with the current U/I model;
repeating the determining, replacing, activating and prompting steps so long as the selected transaction requires completion of an additional node;
summarizing information gathered during performance of the selected transaction;
requesting user verification of the summarized information;
soliciting any unverified information from the user;
repeating the summarizing, requesting and soliciting steps until there remains no unverified information;
submitting at least one aspect of monitored user responsiveness to a U/I model update system;
evaluating, by the U/I model update system, whether the monitored user responsiveness warrants updating one or more of the plurality of selectable U/I models; and
updating, in accordance with the evaluating step, one or more of the plurality of selectable U/I models.
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2. A system for providing user support, comprising:
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at least one processor;
a memory operably coupled to the at least one processor;
at least one storage device operably coupled to the processor and the memory, the storage device operable to maintain a plurality of user interface (U/I) models;
a communication interface operably coupled to the processor and the memory, the communication interface operable to communicate information to and from at least one user; and
a program of instructions storable in the memory and executable by the processor, the program of instructions operable to select a current U/I model from the plurality of U/I models based on at least one characteristic of a communication connection, query the user for selection of a transaction to be performed in accordance with the current U/I model, observe at least one of a user response to the query, re-select the current U/I model if the at least one user response characteristic fails to meet an efficacy standard, prompt the user in furtherance of the selected transaction in accordance with the current U/I model and repeat the observe, re-select and prompt operations until the user communication connection is released. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computer readable medium embodying a program of instructions, the program of instructions implementing a method for guiding a user through one or more nodes of a transaction, the program of instructions operable to:
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receive a user request for a desired transaction;
select a user interface (U/I) model likely to effect completion of a next stage of the requested transaction;
prompt the user, in accordance with the selected U/I model, through the next stage of the requested transaction; and
repeat the select and prompt operations for each stage required by the requested transaction. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20)
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Specification