Developing interactive call center agent personas
First Claim
1. A method for developing automated interactive call center agent personalities, comprising:
- querying a population to identify key personality traits sought from an assistance provider;
identifying an impact of the identified key personality traits on user satisfaction;
defining a plurality of personality profiles, each of the plurality of personality profiles based on the key personality traits;
obtaining first user ratings for personality traits of an automated system to determine whether the automated system accurately represents the key personality traits and personality profiles;
obtaining second user ratings from the population for a selected one of the plurality of personality profiles, the second user ratings reflecting user satisfaction with the selected personality profile; and
evaluating whether the second user ratings satisfy a user satisfaction metric.
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Accused Products
Abstract
A method, software and system of developing personalities for interactive and/or automated call center applications are provided. According to teachings of the present invention, sample population questionnaires and interviews may be used to identify key personality traits. The impact of the identified key personality traits are then empirically determined. Based on the empirical determination of the key personality traits'"'"' impact on customer satisfaction, a plurality of personality profiles may be generated for evaluation. A plurality of application types and voice talents may then be employed to evaluate the impact of each personality profile on customer satisfaction, for different user populations and different types of automated systems. The personality traits for each automated system are preferably rated and reviewed to ensure a system accurately represents the identified key personality traits. The various voice talents may also be evaluated to identify those traits best at conveying a desired personality.
45 Citations
19 Claims
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1. A method for developing automated interactive call center agent personalities, comprising:
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querying a population to identify key personality traits sought from an assistance provider; identifying an impact of the identified key personality traits on user satisfaction; defining a plurality of personality profiles, each of the plurality of personality profiles based on the key personality traits; obtaining first user ratings for personality traits of an automated system to determine whether the automated system accurately represents the key personality traits and personality profiles; obtaining second user ratings from the population for a selected one of the plurality of personality profiles, the second user ratings reflecting user satisfaction with the selected personality profile; and evaluating whether the second user ratings satisfy a user satisfaction metric. - View Dependent Claims (2, 3, 4, 5)
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6. A computer-readable memory media, including instructions for implementing a call center application persona, said instructions executable to:
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query a sample population to identify preferred persona characteristics; generate a weighting for the identified preferred persona characteristics; construct a persona based on the preferred persona characteristic weightings; evaluate a customer satisfaction level for the persona; and modify one or more aspects of the persona to achieve a preferred level of customer satisfaction. - View Dependent Claims (7, 8, 9, 10, 11, 12, 13, 14)
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15. A computer system, for implementing a call center application persona, comprising:
a processor configured to access memory media, wherein the memory media include processor instructions executable to; query a sample population to identify preferred persona characteristics; generate a weighting for a selected plurality of the preferred persona characteristics; construct a persona based on the preferred persona characteristic weightings; evaluate a customer satisfaction level for the persona; and modify one or more aspects of the persona to achieve a preferred level of customer satisfaction. - View Dependent Claims (16, 17, 18, 19)
Specification