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US 2017/0249643 A1Published application
Issue detection for routing assistance requests
AssigneeMicrosoft Technology Licensing, LLC
InventorsMatt J. Lopez, Warren Johnson, Paul Sanjeev Balarajan
Life of this patent
Estimating the term…
Abstract
An issue is identified based on corresponding information indicative of steps taken in an on-boarding process and a velocity of transition through the steps. The issue is matched against an agent based on agent capabilities exposed by the agent. The issue and corresponding information are routed to the agent.
Claims20
A computing system comprising:
- an on-boarding step identifier configured to:
- automatically identify a step, of a plurality of steps in a predefined on-boarding process, that a user has completed, the predefined on-boarding process being configured to set up and configure an on-line service;
- and
- generate a step identifier indicative of the identified step;
- rate detection logic configured to:
- detect a rate at which the user is completing steps, of the plurality of steps, in the predefined on-boarding process;
- and
- generate a rate indicator indicative of the detected rate;
- and
- a routing system configured to:
- identify an on-boarding issue based on the step identifier and the rate indicator;
- identify a support agent based on the on-boarding issue identified;
- and
- send a notification to notify the support agent of the identified on-boarding issue.
11 more elements
A computer implemented method, comprising:
- automatically identifying a step, of a plurality of steps in a predefined on-boarding process, that a user has completed, the predefined on-boarding process being configured to set up and configure an on-line service;
- generating a step identifier indicative of the identified step;
- detecting a rate with which the user is completing steps, of the plurality of steps, in the on-boarding process;
- generating a rate indicator indicative of the detected rate;
- identifying an on-boarding issue based on the step identifier and the rate indicator;
- identifying a support agent based on the on-boarding issue identified;
- and
- sending a notification to notify the support agent of the identified on-boarding issue identified.
5 more elements
A computing system, comprising:
- an on-boarding attempt identifier configured to:
- automatically identify an attempt by a user to perform a step, of a plurality of steps, in a predefined on-boarding process, the predefined on-boarding process being configured to set up and configure an on-line service;
- and
- generate an attempt identifier indicative of the identified attempt;
- an analysis system configured to:
- receive the attempt identifier;
- and
- determine that the attempt identifier indicates that the user is attempting more than a threshold number of attempts to complete the step of the on-boarding process;
- and
- an issue identification system configured to:
- identify an on-boarding issue based on the determination that the attempt identifier indicates that the user is attempting more than a threshold number of attempts to complete the step of the on-boarding process;
- identify a support agent based on the identified on-boarding issue;
- and
- route a notification to the support agent, wherein the notification is indicative of the identified on-boarding issue.
11 more elements
Dependencies are inferred from the claim text.