# US 2014/0156326 A1 · System and method for automating and improving self service experience

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- Number: US 2014/0156326 A1
- Document ID: US20140156326A1
- Status: Published application
- Kind: A1
- Application number: 13/690,115
- Filed: 2012-11-30
- Published: 2014-06-05
- Earliest claimed: 2012-11-30
- Assignees: Avaya Inc.
- Applicants: Avaya Inc.
- Inventors: Paul D'Arcy; Neil O'Connor; Tony McCormack
- Web page: https://patentgrep.com/patent/US20140156326A1

## CPC

- G06Q 30/016: After-sales
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR

## Abstract

A contact center includes a plurality of work item queues or repository of pending work and a plurality of agents servicing work items from the plurality of work item queues. The contact center further includes a self service system that is operable to harvest information related to customers from a context store, tailor a self service configuration for a customer based on the harvested information, and provide a self service interaction to the customer based on the tailored self service configuration.

## Claims

### Claim 1

A self service system in a contact center, comprising:
a harvest module configured to harvest information related to customers;
a tailor module configured to automatically tailor a self service configuration for a customer, based on the harvested information; and
a service module configured to provide a self service interaction to the customer, based on the tailored self service configuration.

### Claim 2 (depends on 1)

The self service system of claim 1, wherein the harvest module harvests information related to customers from a context store.

### Claim 3 (depends on 1)

The self service system of claim 1, wherein the harvest module identifies patterns based on previous communication of the customer with the contact center.

### Claim 4 (depends on 1)

The self service system of claim 1, wherein the harvest module harvests information about sentiment analysis following a customer interaction with the contact center.

### Claim 5 (depends on 1)

The self service system of claim 1, wherein the tailor module is configured to tailor the self service configuration of the customer for an agent matching to a language and accent of the customer.

### Claim 6 (depends on 1)

The self service system of claim 1, wherein the tailor module is configured to tailor a higher priority match for the customer based on the previous resolved query.

### Claim 7 (depends on 1)

The self service system of claim 1, wherein the tailor module is further configured to add a customized option in self service menu of the customer matching to last enquiry made by the customer.

### Claim 8 (depends on 1)

The self service system of claim 1, wherein the tailor module is further configured to shorten IVR tree for a customer to match requirement of the customer.

### Claim 9

A computer-implemented method for automating self service experience for a customer in a contact center, the method comprising:
harvesting information related to customers;
tailoring a self service configuration for a customer based on the harvested information; and
providing a customized self service interaction to the customer with the contact center based on the tailored self service configuration.

### Claim 10 (depends on 9)

The computer-implemented method of claim 9, wherein the harvesting comprises harvesting information related to customers from a context store.

### Claim 11 (depends on 9)

The computer-implemented method of claim 9, wherein the harvesting further comprises identifying patterns in communication of the customer with the contact center.

### Claim 12 (depends on 9)

The computer-implemented method of claim 9, wherein the harvesting comprises harvesting information about sentiment analysis following a customer interaction with the contact center.

### Claim 13 (depends on 9)

The computer-implemented method of claim 9, wherein the tailoring comprises tailoring the self service configuration of the customer for an agent matching to a language and accent of the customer.

### Claim 14 (depends on 9)

The computer-implemented method of claim 9, wherein the tailoring comprises tailoring a higher priority match for the customer based on the previous resolved query.

### Claim 15

A contact center, comprising:
a plurality of work item queues or repository of pending work;
a plurality of agents servicing work items from the plurality of work item queues or repository of pending work; and
a self service system operable to:
harvest information related to customers from a context store;
tailor a self service configuration for a customer based on the harvested information; and
provide a self service interaction to the customer based on the tailored self service configuration.

### Claim 16 (depends on 15)

The contact center of claim 15, wherein the plurality of work item queues or repository of pending work comprises self service requests.

### Claim 17 (depends on 15)

The contact center of claim 15, wherein the self service system is operable to harvest information related to customers from a context store.

### Claim 18 (depends on 15)

The contact center of claim 15, wherein the self service system s further operable to shorten IVR tree for a customer to match requirement of the customer.

### Claim 19 (depends on 15)

The contact center of claim 15, wherein the self service system is further operable to tailor a higher priority match for the customer based on the previous resolved query.

### Claim 20 (depends on 15)

The contact center of claim 15, wherein the self service system is further operable to add a customized option in self service menu of the customer matching to last enquiry made by the customer.