System and method for optimizing response handling time and customer satisfaction scores

A system comprising:

• a processor;
• and
• a computer-readable storage medium having instructions stored which, when executed by the processor, cause the processor to perform a method comprising:
• organizing a plurality of template email responses by assigning to each template email response a subject area;
• and
• when a specific subject area has no associated template email responses:
• generating, via a processor, a prototype email response for a topic using a combination of:
• (1) text from previous email responses associated with the specific subject area;
• (2) handling times associated with the previous email responses;
• (3) string distances between the previous email responses;
• and
• (4) customer satisfaction data associated with the previous email responses;
• receiving a communication related to the specific subject area;
• and
• presenting the prototype email response to a live agent for consideration in responding to the communication.

A computer-readable storage medium having instructions stored which, when executed by a computing device, cause the computing device to perform a method comprising:

• organizing a plurality of template email responses by assigning to each template email response a subject area;
• and
• when a specific subject area has no associated template email responses:
• generating, via a processor, a prototype email response for a topic using a combination of:
• (1) text from previous email responses associated with the specific subject area;
• (2) handling times associated with the previous email responses;
• (3) string distances between the previous email responses;
• and
• (4) customer satisfaction data associated with the previous email responses;
• receiving a communication related to the specific subject area;
• and
• presenting the prototype email response to a live agent for consideration in responding to the communication.