Method for responding to customer queries

• US 20050289130A1
• Filed: 06/23/2005
• Published: 12/29/2005
• Est. Priority Date: 06/23/2004
• Status: Abandoned Application

• Current Assignee: Dan M. Palazotto, Darryl R. Cohen, Mark I. Cohen, Stephen S. Burns
• Original Assignee: Dan M. Palazotto, Darryl R. Cohen, Mark I. Cohen, Stephen S. Burns
• Inventors: Cohen, Mark I., Palazotto, Dan M., Cohen, Darryl R., Burns, Stephen S.
• Application Number:
  US11/165,422
• Publication Number:
  US 20050289130A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 16/9577 Optimising the visualization of content, e.g. distillation of HTML documents
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A method for responding to customer queries using a communication network includes receiving one or more verbal queries from a customer via a customer communication device, digitizing and storing the verbal query, retrieving the stored query and transcribing the query by a human transcriber, spot-checking by a quality assurance operator of the transcribed query, and routing the transcribed query to a human researcher. The researcher than performs research using search engines, databases, and/or knowledge-bases to obtain an answer to the query. The researcher'"'"'s answer may also be spot-checked by a quality assurance operator. The answer is then transmitted to the customer communication device in text format.

Claims

1. A method for responding to customer queries comprising:

receiving one or more queries from a customer via a customer communication device;

digitizing and storing the customer query;

retrieving the stored query and transcribing the query by a human transcriber;

obtaining an answer to the transcribed query; and

transmitting the response to the customer communication device.

2. The method of claim 1 further including checking the transcribed query by a quality assurance operator prior to obtaining the response to the query.

3. The method of claim 2 wherein the quality assurance operator spot checks work product prepared by the transcriber.

4. The method of claim 1 wherein if the customer query is in the form of a voice question, said customer query formatted and stored as a WAV file.

5. The method of claim 1 wherein the step of obtaining the response includes:

providing the transcribed query to a human researcher and performing research by the human researcher to obtain an answer to the query.

6. The method of claim 5 wherein the human researcher accesses search engines, databases, and/or knowledge-bases to obtain the answer.

7. The method of claim 5 wherein a quality assurance operator spot checks work product provided by the researcher prior to transmitting the answer to the customer.

8. The method of claim 5 wherein the query is routed to the human researcher based upon a level of expertise of the researcher corresponding to the query.

9. The method of claim 5 wherein the query is routed to the human researcher based upon a level of idle time corresponding to the researcher.

10. The method of claim 5 wherein the query is routed to a master researcher if an answer to the query cannot be provided by the researcher within a predetermined period of time.

11. The method of claim 5 wherein the query is routed to a master researcher if a quality assurance operator determines that an answer to the query provided by the researcher is not acceptable.

12. The method of claim 5 wherein customer query is in the form of a free form query that requires the human researcher to perform the research.

13. The method of claim 12 wherein the free form query is assigned a free form category based on a popularity identifier of the query.

14. The method of claim 13 wherein the free form query is routed to a researcher having skill dealing with the query corresponding to the popularity identifier.

15. The method of claim 1 wherein customer query is formatted in the form of a template corresponding to one of a plurality of predetermined categories selected by the customer.

16. The method of claim 15 wherein the customer query is formatted as a WAV file having a file name that includes at least an indication of the category selected by the customer.

17. The method of claim 15 wherein the predetermined categories are selected from the group consisting of weather, stock quotes, sports, directory assistance, direction, horoscope, restaurants, airline fares, airline flight times, accommodations, movie times, comparison shopping, gaming and free form.

18. The method of claim 15 wherein the customer selects one category from the plurality of predetermined categories in response to prompts provided by an interactive voice response device, the selected category defining the corresponding template.

19. The method of claim 18 based on the category selected by the customer, the customer enters additional data to further define the query.

20. The method of claim 19 wherein the customer query is transmitted to a content provider to automatically obtain an answer to the query without human research.

21. A method for responding to customer queries using a communication network comprising:

receiving one or more queries from a customer via a customer communication device;

digitizing and storing the customer query;

retrieving the stored query and transcribing the query by a human transcriber;

routing the transcribed query to a human researcher to obtain an answer to the query; and

transmitting the answer to the customer in text format to the customer communication device.

22. The method of claim 21 wherein customer query is in the form of a free form query that requires the human researcher to perform investigation and research.

23. The method of claim 21 further including checking the transcribed query by a quality assurance operator prior to routing the transcribed query to researcher.

24. The method of claim 21 further including checking the response to the query by a quality assurance operator prior to transmitting the response to the customer.

25. A method for responding to customer queries using a communication network comprising:

receiving one or more verbal queries from a customer via a customer communication device;

digitizing and storing the verbal query;

retrieving the stored query and transcribing the query by a human transcriber;

spot-checking the transcribed query by a quality assurance operator;

routing the transcribed query to a human researcher;

the researcher performing research using search engines, databases, and/or knowledge-bases to obtain an answer to the query;

spot-checking the answer by a quality assurance operator; and

transmitting the answer to the customer in text format to the customer communication device.