SYSTEM AND METHOD FOR IMPROVING CUSTOMER SERVICE EFFICIENCY
    6.
    发明申请
    SYSTEM AND METHOD FOR IMPROVING CUSTOMER SERVICE EFFICIENCY 审中-公开
    改善客户服务效率的系统和方法

    公开(公告)号:US20130036062A1

    公开(公告)日:2013-02-07

    申请号:US13344603

    申请日:2012-01-05

    IPC分类号: G06Q10/00

    CPC分类号: G06Q10/00 G06Q30/016

    摘要: The disclosed embodiments relate to a method for improving customer service efficiency. The method preferably comprises receiving information from a customer, identifying an issue based on the information received from the customer, and determining, by a computing device, whether a solution resolving the identified issue exists in a knowledge database that associates customer issues with known solutions, wherein the knowledge database includes information based on historical data, expert knowledge, one or more diagnostic techniques, and one or more language models. The disclosed embodiment also relates to a system and computer-readable code that can be used to implement the exemplary methods.

    摘要翻译: 所公开的实施例涉及用于提高客户服务效率的方法。 该方法优选地包括从客户接收信息,基于从客户接收的信息来识别问题,以及通过计算设备确定解决所识别的问题的解决方案是否存在于将客户问题与已知解决方案相关联的知识数据库中, 其中所述知识数据库包括基于历史数据,专家知识,一种或多种诊断技术以及一种或多种语言模型的信息。 所公开的实施例还涉及可用于实现示例性方法的系统和计算机可读代码。