Customer care support system with call avoidance processing
AssigneeAmdocs Software Systems Limited
InventorsCRAIG D. HANSON, WILLIAM D. GUINN, GREG VEREGO, JOHN D'AMOUR
Life of this patent
Estimating the term…
Abstract
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.
Claims20
A computer-implemented method for managing customer activity in a call center, the method comprising:
- monitoring, by a computer system, event data;
- filtering, by the computer system, the event data into an event data set associated with a selected customer;
- creating, by the computer system, a context for the customer based on the event data set;
- performing, by the computer system, an assessment of an occurrence related to the customer, based on the context;
- determining, by the computer system, an action based on the probabilistic assessment;
- and
- initiating, by the computer system, the action.
A system for managing customer activity in a call center, the system comprising:
- an event handler configured to monitor event data;
- a mediator configured to filter the event data into an event data set associated with a selected customer;
- a context component configured to create a context for the selected customer based on the event data set;
- a decision engine configured to:
- perform an assessment of an occurrence related to the selected customer, based on the context, and
- determine an action based on the assessment;
- and
- an action processor configured to initiate the action.
A computer-implemented method for preventing customers from contacting a call center, the method comprising:
- monitoring, by a computer system, event data;
- filtering, by the computer system, the event data into an event data set associated with a selected customer;
- creating, by the computer system, a context for the selected customer based on the data set;
- performing, by the computer system, a probabilistic assessment of the likelihood that the customer will initiate a call to the call center, based on the context;
- determining, by the computer system, a preemptive action intended to prevent the customer from initiating the call, based on the probabilistic assessment;
- and
- initiating, by the computer system, the preemptive action.
Dependencies are inferred from the claim text.