Systems and methods for automatically determining culture-based behavior in customer service interactions
AssigneeInternational Business Machines Corporation
InventorsOsamuyimen T. Stewart, David M. Lubensky, Joyram Chakraborty
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Abstract
Systems and methods are provided to automatically determine culture-based behavioral tendencies and preferences of individuals in the context of customer service interactions. For example, systems and methods are provided to process natural language dialog input of an individual to detect linguistic features indicative of individualistic and collectivistic behavioral tendencies and predict whether such individual will be cooperative or uncooperative with automated customer service.
Claims22
An automated method for using cultural awareness for customer service systems, the method comprising the steps of:
- receiving as input natural language dialog responses from an individual in response to system prompts;
- and
- processing the natural language dialog responses to automatically determine a culturally acquired behavioral tendency of the individual to be cooperative or uncooperative with automated customer service, wherein the natural language dialog responses are processed to detect linguistic features that are indicative of culturally acquired behaviors for individualism and collectivism, and
- directing the individual to a live customer service agent if the individual is determined to be collectivistic.
A program storage device readable by a computer, tangibly embodying a program of instructions executable by the computer to perform methods steps for using cultural awareness for customer service systems, the method steps comprising:
- receiving as input natural language dialog responses from an individual in response to system prompts;
- and
- processing the natural language dialog responses to automatically determine a culturally acquired behavioral tendency of the individual to be cooperative or uncooperative with automated customer service, wherein the natural language dialog responses are processed to detect linguistic features that are indicative of culturally acquired behaviors for individualism and collectivism;
- and
- providing automated customer service if the individual is determined to be individualistic.
A computing system, comprising:
- a processor system;
- and
- a memory system that stores an application program comprising instructions that are processed by the processor system for the computing system to perform methods steps for using cultural awareness for customer service systems, wherein the method steps include receiving as input natural language dialog responses from an individual in response to system prompts, and processing the natural language dialog responses to automatically determine a culturally acquired behavioral tendency of the individual to be cooperative or uncooperative with automated customer service, wherein the natural language dialog responses are processed by the processor system to cause the computing system to detect linguistic features that are indicative of culturally acquired behaviors for individualism and collectivism, and the method steps further include providing automated customer service if the individual is determined to be individualistic.
Dependencies are inferred from the claim text.