System and Method for Closed Loop Decisionmaking in an Automated Care System

• US 20070208579A1
• Filed: 03/02/2006
• Published: 09/06/2007
• Est. Priority Date: 03/02/2006
• Status: Active Grant

• Current Assignee: Concentrix CVG Customer Management Delaware LLC (Synnex Corporation)
• Original Assignee: Convergys Customer Management Group Incorporated (Convergys Corporation)
• Inventors: Peterson, Dale
• Granted Patent: US 7,599,861 B2
• Time in Patent Office: Days
• US Class Current: 379/71
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0631 Item recommendations
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: G10L 15/063 Training
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.

Claims

1. A system comprising:

a) a computer memory containing one or more models utilized to process a customer interaction, said customer interaction comprising;

i) one or more statements made by a customer;

ii) one or more prompts played for said customer;

b) a set of computer executable instructions configured to;

i) coordinate processing of the customer interaction;

ii) maintain a set of context information related to said customer interaction;

iii) create a data record comprising information related to said customer interaction;

iv) store information from said data record in said computer memory;

v) utilize information stored in said computer memory to automatically create one or more model updates;

vi) automatically update one or more of said models using one or more of said model updates.

2. The system of claim 1 further comprising:

an agent terminal operable to allow an agent to process said customer interaction;

wherein said customer interaction further comprises one or more statements made by the agent to the customer; and

wherein said set of computer executable instruction is further configured to;

a) create a second data record;

b) determine if said data record and said second data record contain information relating to the same customer interaction;

c) if said data record and said second data record contain information relating to the same customer interaction, correlate said data record and said second data record;

d) store information from said second data record in said computer memory.

3. The system of claim 1 wherein said set of computer executable instructions is further configured to make at least one recommendation regarding processing said customer interaction.

4. The system of claim 3 wherein said set of computer executable instructions is further configured to:

a) identify a set of actions;

b) perform an evaluation of the desirability of an action in said set of actions;

wherein said set of computer executable instructions is further configured to make said at least one recommendation based at least in part on said evaluation of the desirability of the action in said set of actions.

5. The system of claim 3 wherein:

a) said one or more models comprises a statistical prediction model;

b) said set of computer executable instructions is further configured to make said at least one recommendation based on said statistical prediction model.

6. The system of claim 5 wherein said one or more model updates created by said set of computer executable instructions comprises an update for said statistical prediction model.

7. The system of claim 3 wherein said set of computer executable instructions is further configured to make said at least one recommendation based on a means for evaluating options.

8. The system of claim 1 wherein said set of computer executable instructions is further configured to determine at least one word included in a statement from said one or more customer statements.

9. The system of claim 8 wherein:

a) said one or more models in said computer memory comprises a statistical language model;

b) said set of computer executable instructions is further configured to determine the at least one word included in a statement from said one or more customer statements based on said statistical language model.

10. The system of claim 9 wherein said one or more model updates created by said set of computer executable instructions comprises an update for said statistical language model.

11. The system of claim 1 wherein said set of computer executable instructions is further configured to determine a meaning of a statement from said one or more customer statements.

12. The system of claim 11 wherein:

a) said one or more models in said computer memory comprises a semantic classification model;

b) said set of computer executable instructions is further configured to determine said meaning of a statement from said one or more customer statements based on

said semantic classification model.

13. The system of claim 12 wherein said one or more model updates created by said set of computer executable instructions comprises an update for said semantic classification model.

14. The system of claim 1 wherein said one or more model updates are comprised of one or more updated models.

15. The system of claim 1 wherein said computer memory further contains:

a) a set of potential call dispositions;

b) an indication of the desirability of said call dispositions;

c) a record of a disposition of said customer interaction.

16. The system of claim 1 wherein said set of computer executable instructions is further configured to automatically update one or more of said models using one or more of said model updates in response to a trigger.

17. The system of claim 16 wherein the trigger is a usage milestone.

18. The system of claim 1 wherein said set of computer executable instructions is further configured to coordinate processing of said customer interaction through the implementation of one or more actions.

19. A computerized system for improving an interactive voice response system comprising:

a) an interactive voice response system;

b) a decision agent; and

c) a feedback system;

wherein;

a) said interactive voice response system is activated by initiation of a customer interaction, said customer interaction comprising;

i) one or more statements made by a customer;

ii) one or more prompts played for said customer;

b) said decision agent is configured with a set of computer executable instructions to determine a route through said interactive voice response system;

wherein said set of computer executable instructions is configured to determine said route based on;

i) a set of information related to said customer interaction;

ii) a prediction model;

c) upon completion of said customer interaction, said interactive voice response system is configured to transfer said customer to a customer service representative;

d) said customer service representative determines a customer satisfaction level with said interactive voice response system;

e) said customer satisfaction level is reported to said feedback system;

f) said feedback system is configured to modify said prediction model based at least in part on said customer satisfaction level.

20. A computer readable medium having computer executable instructions for performing the method comprising the steps of:

a) capturing a natural language statement made during an interaction with a self care system;

b) automatically creating a textual representation of said natural language statement using a computer program;

c) associating said textual representation of said natural language statement with a set of context information corresponding to said natural language statement;

d) adding said textual representation of said natural language statement and said set of context information to a first data record;

e) merging said first data record and a second data record to create a third data record, said second data record comprising a set of information related to an interaction with an assisted care system;

f) automatically generating a statistical language model based at least in part on said third data record;

g) updating the computer program using said statistical language model.

21. A computer readable medium having computer executable instructions for performing the method comprising the steps of:

a) capturing a natural language statement made during an interaction with a self care system;

b) automatically creating a textual representation of said natural language statement;

c) automatically creating a classification corresponding to said natural language statement;

d) adding said textual representation and said classification to a first data record;

e) appending said classification to a second data record, said second data record comprising a set of information related to an interaction with an assisted care system;

f) merging said first data record and said second data record to create a third data record;

g) automatically generating a semantic model based at least in part on said third data record;

h) updating the computer program using said semantic model.