SUPPORTING AUTOMATION OF CUSTOMER SERVICE

The present disclosure describes various methods, computer-readable media, and apparatuses for supporting customer service automation. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents of a customer service center....

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Bibliographische Detailangaben
Hauptverfasser:	Wang, Yunmiao, McEnroe, Martin Patrick, West, Joshua, An, Ni
Format:	Patent
Sprache:	eng
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 COMMUNICATION TECHNIQUE ELECTRIC DIGITAL DATA PROCESSING ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION
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Beschreibung
Zusammenfassung:	The present disclosure describes various methods, computer-readable media, and apparatuses for supporting customer service automation. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents of a customer service center. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents to identify conversation-level topics and utterance-level topics from the customer service conversations. The support for automation of customer service may be based on use of conversation-level topics and utterance-level topics identified from the customer service conversations to control initiation of customer service automation actions for supporting automation of customer service of the customer service center. The support for automation of customer service may be based on use of conversation-level and utterance-level topics identified from the customer service conversations to control selection, and design, of chatbots for the customer service center.