System and method for automated customer service with contingent live interaction
US9549065B1 · kind B1 · utility
9Cited by
428References
4Claims
0Family size
Assignee
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Key dates
| Filing date | Oct 24, 2012 |
| Grant date | Jan 17, 2017 |
| Priority date | — |
| Expiry date | Jul 1, 2033 |
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 to live support if it appears necessary.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.