Prediction of contact center interactions

Prediction of contact center interactions

A method comprising: receiving a text interaction on a topic at a contact centre, wherein the text interaction is between a user and a contact center agent and is a series of emails or social media postings between the user and the agent; analysing the text interaction to detect a pattern, determini...

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Hauptverfasser: Lorraine Denby, Wen-Hua Ju, Patrick Tendick
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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creator Lorraine Denby
Wen-Hua Ju
Patrick Tendick
description A method comprising: receiving a text interaction on a topic at a contact centre, wherein the text interaction is between a user and a contact center agent and is a series of emails or social media postings between the user and the agent; analysing the text interaction to detect a pattern, determining, based on the pattern in the text interaction, a pattern that will likely predict an initial outcome of the text interaction, wherein the pattern is that the user will likely be unhappy with the text interaction; in response to determining the pattern, changing a way of managing the user in the text interaction by bringing in a technical specialist or supervisor into the text interaction by initiating a voice communication session to the user. Analysing the text interaction to detect the pattern is based on one of the following: a previous text interaction by the user; identification of one or more keywords; installation of an application on a device of the user; an account of the user on a web site; a social media posting by the user; a tweet by the user; or a number of followers of the user on a social media network.
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subjects ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
title Prediction of contact center interactions
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