Customer care support system with call avoidance processing
US8521572B2 · kind B2 · utility
10Cited by
3References
17Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 24, 2010 |
| Grant date | Aug 27, 2013 |
| Priority date | — |
| Expiry date | Oct 23, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/51
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.