CUSTOMER CARE SUPPORT SYSTEM WITH CALL AVOIDANCE PROCESSING

CUSTOMER CARE SUPPORT SYSTEM WITH CALL AVOIDANCE PROCESSING

Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine perfo...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: VEREGO GREG, HANSON CRAIG D, D'AMOUR JOHN, GUINN WILLIAM D
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.