Predictive customer service environment
US10984332B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 1, 2017 |
| Grant date | Apr 20, 2021 |
| Priority date | — |
| Expiry date | Nov 24, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L51/04
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A mechanism for facilitating customer interactions within a customer service environment provides prompt and accurate answers to customer questions. A smart chat facility for use in a customer service environment to predict a customer problem examines a customer chat transcript to identify customer statements that set forth a customer issue and, responsive to this, can route the customer to an agent, an appropriate FAQ, or can implement a problem specific widget in the customer UI. Customer queries are matched with most correct responses and accumulated knowledge is used to predict a best response to future customer queries. The iterative system thus learns from each customer interaction and can adapt to customer responses over time to improve the accuracy of problem prediction.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.