Method to identify and categorize customer's goals and behaviors within a customer service center environment
US7224790B1 · kind B1 · utility
28Cited by
123References
15Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | May 26, 2000 |
| Grant date | May 29, 2007 |
| Priority date | — |
| Expiry date | May 26, 2020 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/551
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method is provided that identifies and categorizes the reason a customer contacts a customer service center, i.e. the customer's goal or problem. In addition, the method allows the customer to be categorized into a set of behavior-based groupings. This integration of goal and customer categorization establishes the foundation to optimally direct the customer's request through an appropriate center. This method can collect information regarding the customer's behavior and can use that behavioral information to determine the optimal manner for handling the customer request.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.