System and method for automated customer service with contingent live interaction
US8379830B1 · kind B1 · utility
39Cited by
403References
19Claims
0Family size
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Key dates
| Filing date | May 22, 2007 |
| Grant date | Feb 19, 2013 |
| Priority date | — |
| Expiry date | Feb 5, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/355
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.