System and method of real-time wiki knowledge resources
AssigneeNextiva, Inc.
InventorsTomas Gorny, Dallas Barabasz-Lynn
Life of this patent
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Abstract
A system and method are disclosed for recommending a resource to a customer service representative that includes one or more databases that store data describing electronic communication between one or more customer system communication devices and one or more service center communication devices. Embodiments further include a computer coupled with one or more databases and configured to monitor communication activity to determine whether a customer service ticket has been opened between one or more customer system communication devices and one or more service center communication devices and determine a customer service representative score based on one or more customer service representative ranking factors.
Claims20
A system for recommending a knowledge resource to a customer service representative, comprising:
- one or more databases that stores data describing electronic communication between one or more customer system communication devices and one or more service center communication devices;
- a computer coupled with the one or more databases and configured to:
- monitor communication activity of the one or more customer system communication devices and the one or more service center communication devices to determine whether a customer service ticket has been opened between at least one of the one or more customer system communication devices and the one or more service center communication devices;
- responsive to the customer service ticket being opened between the at least one of the one or more customer system communication devices and the one or more service center communication devices, analyze the customer service ticket for at least one topic;
- and
- in response to determining the at least one topic for the customer service ticket, calculate a distance metric between the at least one topic and one or more top ranked knowledge resources;
- and
- assign one or more of the knowledge resources to a customer service representative associated with the one or more service center communication devices based, at least in part, on the ranking of the knowledge resource and the calculated distance metric.
A method for recommending a knowledge resource to a customer service representative, comprising:
- monitoring communication activity of the one or more customer system communication devices and the one or more service center communication devices to determine whether a customer service ticket has been opened between at least one of the one or more customer system communication devices and the one or more service center communication devices;
- responsive to the customer service ticket being opened between the at least one of the one or more customer system communication devices and the one or more service center communication devices, analyzing the customer service ticket for at least one topic;
- and
- in response to determining the at least one topic for the customer service ticket, calculating a distance metric between the at least one topic and one or more top ranked knowledge resources;
- and
- assigning one or more of the knowledge resources to a customer service representative associated with the one or more service center communication devices based, at least in part, on the ranking of the knowledge resource and the calculated distance metric.
A non-transitory computer-readable medium embodied with software for recommending a knowledge resource to a customer service representative, the software when executed:
- monitors communication activity of the one or more customer system communication devices and the one or more service center communication devices to determine whether a customer service ticket has been opened between at least one of the one or more customer system communication devices and the one or more service center communication devices;
- responsive to the customer service ticket being opened between the at least one of the one or more customer system communication devices and the one or more service center communication devices, analyzes the customer service ticket for at least one topic;
- in response to determining the at least one topic for the customer service ticket, calculates a distance metric between the at least one topic and one or more top ranked knowledge resources;
- and
- assigns one or more of the knowledge resources to a customer service representative associated with the one or more service center communication devices based, at least in part, on the ranking of the knowledge resource and the calculated distance metric.
Dependencies are inferred from the claim text.