Method and apparatus for providing result-oriented customer service
US5594791A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Oct 5, 1994 |
| Grant date | Jan 14, 1997 |
| Priority date | — |
| Expiry date | Oct 5, 2014 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2061
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An automated customer service system which maintains and uses a customer sensitivity profile to contact the customer in a manner, at a time and date, and at a location which are preferred by the customer. This maximizes the likelihood that the customer will be favorably responsive to the contact, whether the contact be to make a sale, to discuss collection of a balance due, or just to obtain current information about the customer. The automated customer service system also maintains and uses a list of available resources, such as an agent qualification profile, in conjunction with the customer sensitivity profile, to automatically assign available resources, such as agents, to the various campaigns. The agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills. The system administrator devises a strategy script based upon the customer sensitivity requirements and the agent qualifications. The strategy script determines which resources, such as agents, meet which requirements, and whether there are adequate resources to handle the requirements of concur…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.