Methods and Systems for Providing Customer Relations Information

A computer program product comprising a non-transitory computer usable medium having executable control logic stored therein for causing a computer having at least one processor to provide customer service information, the executable control logic comprising:

• computer-readable instructions for receiving a customer inquiry associated with a customer account;
• computer-readable instructions for retrieving one or more customer data inputs from a customer account information database;
• computer-readable instructions for classifying one or more likely reasons for the customer inquiry through parsing the customer data inputs using logic principles, wherein the logic principles are based on Case Based Reasoning;
• computer-readable instructions for generating a plurality of suggested scripts for each of the one or more likely reasons for the customer inquiries;
• and
• computer-readable instructions for providing the plurality of suggested scripts to a customer service agent.

A computer implemented method for providing customer service information, the computer comprising a processor and a data repository operatively coupled to the processor, the method comprising:

• identifying, via the processor, a customer based on contact from the customer;
• determining, via the processor, a plurality of likely reasons for the contact based on information contained in an account associated with the customer;
• associating, via the processor, a ranking with each respective one of the plurality of likely reasons for the contact;
• generating, via the processor, a plurality of scripts, the plurality of scripts relating to a the plurality of likely reasons for the contact;
• prioritizing, via the processor, the plurality of scripts based on the ranking;
• transmitting, via the processor, the plurality of scripts according to the prioritization to an agent;
• and
• providing, via a display in communication with the at least one processor, at least one script in the plurality of scripts to the agent.