Customer care topic coverage determination and coaching
US12131334B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 8, 2021 |
| Grant date | Oct 29, 2024 |
| Priority date | — |
| Expiry date | Feb 5, 2042 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/0204
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A customer who is contacting customer care via a support session regarding a problem is classified into a customer category of multiple customer categories based at least on customer account information of the customer. A customer care topic in a predetermined set of multiple customer care topics that correspond to the problem is then identified via machine learning. A topic script that corresponds to the customer category of the customer for the customer care topic in the predetermined set of customer care topics is further retrieved or generated, in which the topic script includes one or more topic issues related to the customer care topics. The topic script is provided for presentation to a customer service representative (CSR) to prompt the CSR to discuss the one or more topic issues related to the customer care topic with the customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.