System for closed loop decisionmaking in an automated care system
AssigneeConvergys Customer Management Delaware LLC
InventorDale R. Peterson
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Abstract
There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.
Claims16
A system comprising:
- a) one or more processors;
- and
- b) a computer memory containing one or more models utilized by a processor from the one or more processors configured to process customer interactions comprising:
- i) one or more statements made by a customer;
- and
- ii) one or more prompts played for said customer;
- c) a computer-readable storage medium storing a set of computer executable instructions and coupled to at least one of the one or more processors, wherein the at least one processor coupled to the computer-readable storage medium is configured to execute instructions to:
- i) create a data record comprising a set of context information related to one or more of said processed customer interactions;
- ii) store the set of context information from said data record in said computer memory;
- iii) utilize the set of context information stored in said computer memory to automatically create one or more model updates without human intervention;
- and
- iv) automatically update one or more of said models using one or more of said model updates.
The system of claim 11 wherein:
- a) said one or more models in said computer memory comprises a semantic classification model;
- b) said processor is further configured to execute instructions to determine said meaning of a statement from said one or more customer statements based on said semantic classification model.
The system of claim 12 wherein said one or more model updates comprises an update for said semantic classification model.
Dependencies are inferred from the claim text.