Methods and systems for first contact resolution
OwnerBenjamin Carls, Swapnesh Nairinventors
Life of this patent
Estimating the term…
Abstract
Methods, systems, and apparatuses for predicting an estimate of a number of contacts a customer may perform before resolving one or more issues associated with the customer or a suggestion for resolving one or more issues associated with the customer. Contact data associated with customer data and first contact resolution (FCR) metric data may be used to train a predictive model. The predictive model may be trained to output a prediction indicative of one or more of a resolution of one or more issues associated with a customer within one or more contacts, and a suggestion for resolving one or more issues associated with the customer.
Claims20
A method comprising:
- determining, by a computing device, contact data associated with customer data and first contact resolution (FCR) metric data, wherein the contact data comprises one or more groups of contact characteristics, wherein each group of contact characteristics of the one or more groups of contact characteristics is labeled according to a predefined feature of a plurality of predefined features;
- determining, based on the contact data, a plurality of features for a predictive model;
- training, based on a first portion of the contact data, the predictive model according to the plurality of features;
- testing, based on a second portion of the contact data, the predictive model;
- and
- outputting, based on the testing, the predictive model.
A method comprising:
- receiving, at a computing device, contact data associated with customer data and first contact resolution (FCR) metric data;
- providing, to a predictive model, the contact data;
- and
- determining, based on the predictive model, a prediction indicative of one or more of a resolution of one or more issues associated with a customer within one or more contacts or a suggestion for resolving one or more issues associated with the customer.
Dependencies are inferred from the claim text.