Automated complaint resolution system
First Claim
1. A method for automated resolution of a complaint from a complainer against a respondent, the complaint having a desired remedy, comprising:
- receiving, at a computer, emotional detail information from the complainer,summarizing, at the computer, the emotional detail information to generate emotional state information for the complaint,comparing, at the computer, the desired remedy with business rules previously supplied by the respondent to detect whether there is a match between the desired remedy and solutions that the respondent agrees to, at least one of the business rules depending on the emotional state information.
0 Assignments
0 Petitions
Accused Products
Abstract
A complaint resolution system, also referred to as a disputes system, enables registered consumers to file a complaint against a merchant. During complaint preparation, the disputes system advises the consumer of relevant cases and other information, allows the consumer to vent their emotions, and prepares a well-formed complaint on behalf of the consumer. After the consumer approves filing of the complaint, the complaint is compared with the merchant'"'"'s stored business rules. If the merchant'"'"'s solution for the problem and the consumer'"'"'s desired solution match, then the disputes system automatically forms an agreement. The disputes system monitors compliance with the agreement by the merchant and consumer. If the merchant has specified a business rule for the problem, but the merchant'"'"'s solution for the problem and the consumer'"'"'s desired solution differ, then the disputes system initiates automated mediation, automatically preparing an Answer comprising the solution from the merchant'"'"'s business rule as the merchant'"'"'s starting negotiating position. If the merchant has not specified a business rule for the consumer'"'"'s problem, then the disputes system initiates automated mediation, asking the merchant for his or her Answer to the consumer'"'"'s complaint. During processing of the consumer'"'"'s complaint, the disputes system maintains and updates a detailed case record. At the conclusion of the case, the disputes system automatically prepares an anonymized case summary, and adds the anonymized case summary to a database of anonymized case summaries.
187 Citations
19 Claims
-
1. A method for automated resolution of a complaint from a complainer against a respondent, the complaint having a desired remedy, comprising:
-
receiving, at a computer, emotional detail information from the complainer, summarizing, at the computer, the emotional detail information to generate emotional state information for the complaint, comparing, at the computer, the desired remedy with business rules previously supplied by the respondent to detect whether there is a match between the desired remedy and solutions that the respondent agrees to, at least one of the business rules depending on the emotional state information. - View Dependent Claims (2, 3, 4)
-
-
5. A method for automated resolution of a complaint from a complainer against a respondent, the complaint having a desired remedy, comprising:
-
comparing, at a computer, the desired remedy with business rules previously defined by the respondent to generate a comparison, detecting, at the computer, lack of agreement between the complainer and the respondent based on the comparison, and at the computer, performing a procedure to enable the respondent to create a first response for the complainer, and again performing the procedure to enable the complainer to create a second response for the respondent, wherein the procedure includes; (a) providing at least two of historical information, advisory information and contra-party current position information to a response creator, the response creator being one of the complainer and respondent, the contra-party being the other of the complainer and respondent, (b) suggesting a solution to the response creator when the response creator does not agree with a desired outcome identified in the contra-party current position, (c) receiving input from the response creator in response to the suggested solution, (d) preparing a draft response including at least predefined parameters based on the received input, (e) displaying the draft response to the response creator, (f) receiving an approval of the draft response from the response creator, and (g) sending the approved draft response as the response from the response creator to the contra-party, wherein the input from the response creator includes emotional detail information and the draft response includes emotional state information. - View Dependent Claims (6, 7, 8, 9, 10, 11)
-
-
12. A method for automated resolution of a complaint from a complainer against a respondent, the complaint having a desired remedy, comprising:
-
comparing, at a computer, the desired remedy with business rules previously defined by the respondent to generate a comparison, detecting, at the computer, lack of agreement between the complainer and the respondent based on the comparison, at the computer, performing a procedure to enable the respondent to create a first response for the complainer, and again performing the procedure to enable the complainer to create a second response for the respondent, wherein the procedure includes; (a) providing at least two of historical information, advisory information and contra-party current position information to a response creator, the response creator being one of the complainer and respondent, the contra-party being the other of the complainer and respondent, (b) suggesting a solution to the response creator when the response creator does not agree with a desired outcome identified in the contra-party current position, (c) receiving input from the response creator in response to the suggested solution, (d) preparing a draft response including at least predefined parameters based on the received input, (e) displaying the draft response to the response creator, (f) receiving an approval of the draft response from the response creator, and (g) sending the approved draft response as the response from the response creator to the contra-party, receiving, at the computer emotional detail information from the complainer, and generating, at the computer, emotional state information for the complaint that summarizes the emotional detail information. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19)
-
Specification