Systems and methods for predicting and proactively addressing customer interactions
US9723148B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 1, 2015 |
| Grant date | Aug 1, 2017 |
| Priority date | — |
| Expiry date | Jun 1, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/555
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The present application discloses systems and methods for systematically identifying situations, improving processes, and producing proactive, actionable results to address customer inquiries. The systems and methods produce actionable proactive results (i.e., actions to be taken by predicting a likelihood of a customer interacting with an organization, such as an insurance provider). This allows an organization to avoid unnecessary and/or repeat customer contacts and inquiries, which generate protracted work and the need for case management and escalations. In addition, the systems and methods improve first contact resolution metrics and customer experience, by predicting the need for an interaction without having to communicate with the customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.