AUTOMATED UPSELLS IN CUSTOMER CONVERSATIONS

AUTOMATED UPSELLS IN CUSTOMER CONVERSATIONS

During a conversation between a customer and a customer support representative, suggestions may be presented to the customer support representative to upsell a product to the customer. Information about the customer and/or information about the conversation may be processed by a computer to determin...

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Bibliographische Detailangaben
1. Verfasser: HENRY, Shawn
Format: Patent
Sprache:eng ; fre ; ger
Schlagworte:
CALCULATING
COMPUTER SYSTEMS BASED ON SPECIFIC COMPUTATIONAL MODELS
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
ELECTRIC DIGITAL DATA PROCESSING
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:During a conversation between a customer and a customer support representative, suggestions may be presented to the customer support representative to upsell a product to the customer. Information about the customer and/or information about the conversation may be processed by a computer to determine when to suggest the upsell to the customer support representative and the one or more products to be upsold. The determination may be performed by computing features from the information about the customer and the information about the conversation, and processing the features with one or more classifiers.