Method and system for guiding agent/customer interactions of a customer relationship management system
AssigneeAccenture Global Solutions Limited
InventorsDavide Coccia, Davide Guglielmo Bellini
Life of this patent
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Abstract
A customer assistance guidance system includes an interface for communicating information to a customer relationship management (CRM) system. The system receives state information from the CRM system that defines a current interaction state between an agent of the CRM system and a customer. The system may predict, based on the state information, a next interaction state between an agent of the CRM system and the customer. The system may communicate the predicted next interaction state to the CRM system to facilitate the suggestion of a next course of action for the agent to perform.
Claims20
A customer assistance guidance system (CGS) including:
- an interface for communicating information to a customer relationship management (CRM) system;
- a processor in communication with the interface;
- and
- non-transitory computer readable media in communication with the processor that stores instruction code, which when executed by the processor, causes the processor to:
- receive historical customer relationship management data from the CRM system that defines historical information in relation to a customer;
- determine one or more parameters based on the received historical customer relationship management data, wherein the one or more parameters are defined to facilitate communication between the CGS and the CRM system;
- receive state information from the CRM system that defines a current interaction state between an agent of the CRM system and a customer, the state information including one of multiple scripted actions to guide the agent when interacting with the customer;
- generate a request for a next interaction state between the agent of the CRM system and the customer, the request including the one or more determined parameters and the received state information;
- in response to the request, predict, based on the historical customer relationship management data and the generated request, using one or more machine learning algorithms, a next interaction state between the agent of the CRM system and the customer;
- and
- communicate, in real time, the predicted next interaction state to an agent device to facilitate suggesting a next course of action for the agent to perform.
A method for controlling a system to provide customer assistance, the method including:
- providing an interface for communicating information to a customer relationship management (CRM) system;
- receiving historical customer relationship management data from the CRM system that defines historical information in relation to a customer;
- determining one or more parameters based on the received historical customer relationship management data, wherein the one or more parameters are defined to facilitate communication between the CGS and the CRM system;
- receiving state information from the CRM system that defines a current interaction state between an agent of the CRM system and a customer, the state information including one of multiple scripted actions to guide the agent when interacting with the customer;
- generating a request for a next interaction state between the agent of the CRM system and the customer, the request including the one or more determined parameters and the received state information;
- in response to the request, predicting, based on the historical customer relationship management data and the generated request, using one or more machine learning algorithms, a next interaction state between the agent of the CRM system and the customer;
- and
- communicating, in real time, the predicted next interaction state to an agent device to facilitate suggesting a next course of action for the agent to perform.
A non-transitory computer readable media that stores instruction code for controlling a system to provide customer assistance, the instruction code being executable by a machine for causing the machine to:
- receive historical customer relationship management data from the CRM system that defines historical information in relation to a customer;
- determine one or more parameters based on the received historical customer relationship management data, wherein the one or more parameters are defined to facilitate communication between the CGS and the CRM system;
- receive state information from a customer relationship management (CRM) system that defines a current interaction state between an agent of the CRM system and a customer, the state information including one of multiple scripted actions to guide the agent when interacting with the customer;
- generate a request for a next interaction state between the agent of the CRM system and the customer, the request including the one or more determined parameters and the received state information;
- in response to the request, predict, based on the historical customer relationship management data and the generated request, using one or more machine learning algorithms, a next interaction state between the agent of the CRM system and the customer;
- and
- communicate, in real time, the predicted next interaction state to an agent device to facilitate suggesting a next course of action for the agent to perform.
Dependencies are inferred from the claim text.