Method and apparatus for optimizing customer service across multiple channels
US8565411B2 · kind B2 · utility
20Cited by
5References
17Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Dec 20, 2010 |
| Grant date | Oct 22, 2013 |
| Priority date | — |
| Expiry date | Jul 21, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/003
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer's wait time are also provided.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.