摘要:
Prioritized user interfaces are disclosed. A user interface may include a menu including a plurality of selectable items displayed in respective menu positions. A menu position of at least one of the plurality of selectable items is assigned based on a prioritization level of the at least one selectable item. The prioritization level is based at least partially on a selection metric for the at least one selectable item. The user interface may also include a menu locator indicating a location of a menu within a multi-level menu structure. The menu locator may include a first indicator of a position within a first level of the multi-level menu structure and a second indicator of a position within a second level of the multi-level menu structure.
摘要:
A system and method of processing a call at a call center is provided. In a particular embodiment, the method includes receiving the call at the call center, receiving an indication element associated with a call center transaction, retrieving call center transaction data based on the indication element, and generating a sequence of pre-populated call center agent terminal transaction processing screens based on at least a portion of the call center transaction data. In a particular embodiment, a set of prioritized transactions based on likelihood of matching a customer request is disclosed.
摘要:
A system and method for prioritized interface design are disclosed. In one embodiment of a system incorporating teachings of the present disclosure, a wireless-enabled device may include a display, a user input mechanism, and a housing component that at least partially defines an internal cavity. The device may have several engines including a display engine that can initiate presentation of a menu that has several selectable items displayed in respective menu positions. The device may also include a metric engine that tracks some selection metric for the selectable items and a priority engine that determines a prioritization level for the selectable items. In some embodiments, the prioritization level may be related to a selection metric. The device may also have a mapping engine that modifies assigned menu positions for the selectable items in response to changes in the prioritization level of the items.
摘要:
A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.
摘要:
A system and method for prioritized interface design are disclosed. In one embodiment of a system incorporating teachings of the present disclosure, a wireless-enabled device may include a display, a user input mechanism, and a housing component that at least partially defines an internal cavity. The device may have several engines including a display engine that can initiate presentation of a menu that has several selectable items displayed in respective menu positions. The device may also include a metric engine that tracks some selection metric for the selectable items and a priority engine that determines a prioritization level for the selectable items. In some embodiments, the prioritization level may be related to a selection metric. The device may also have a mapping engine that modifies assigned menu positions for the selectable items in response to changes in the prioritization level of the items.
摘要:
Prioritized user interfaces are disclosed. A user interface may include a menu including a plurality of selectable items displayed in respective menu positions. A menu position of at least one of the plurality of selectable items is assigned based on a prioritization level of the at least one selectable item. The prioritization level is based at least partially on a selection metric for the at least one selectable item. The user interface may also include a menu locator indicating a location of a menu within a multi-level menu structure. The menu locator may include a first indicator of a position within a first level of the multi-level menu structure and a second indicator of a position within a second level of the multi-level menu structure.
摘要:
A system, method and software are provided for implementing an adaptive and dynamic call center customer service delivery solution. In operation, a user interface (U/I) model is selected from a library of U/I models as the U/I model likely to elicit favorable customer responses and to achieve customer completion of the selected transaction. The active U/I model may be re-evaluated at each node of the selected transaction and a new model selected in response to a determination that the active U/I model is no longer preferred. One or more U/I models may be updated based on observed user responsiveness, the efficiency of past transactions as well as on other grounds.
摘要:
A system, method and software for delivering targeted queue-time content are provided. In response to user selection of a transaction or information from a call center, content matched between the selected transaction and one or more items of information concerning the user are preferably compiled. During the period in which the user awaits service in a queue associated with a transaction agent or service module for the selected transaction, the matched data relating user specific information to the selected transaction is presented for user consumption and/or selection therefrom. The selection of an alternate transaction from within one queue may be enhanced by a repetition of the matching of user specific information with one or more aspects of the alternate transaction selection being compiled and presented to the user during a subsequent queued period associated with the alternate transaction selection.
摘要:
A system and method for automatically collecting data for grammar creation includes one or more receiving devices, a collection module, a speech recognition engine, and a routing module. The receiving device receives a plurality of inbound inquiries from customers while the collection module queries the customers for an opening statement including a customer task. The speech recognition engine recognizes the speech of the customers in the opening statements and analyzes the one or more recognized words in the speech of the customer. The routing module identifies the customer task from the recognized speech of the opening statement, determines the correct routing destination for the inbound inquiry based on the analysis of the recognized words, and automatically routes the inbound inquiry to the correct routing destination. The system and method further includes a tuning module that creates and modifies grammars that enable more accurate speech recognition.
摘要:
A method of designing an interface system that allows users to map the representation of their task directly to the interface. There are three major phases to the Customer-Centric Approach to Interface Design (C-CAID). End-users' tasks are categorized to determine the frequency of reasons or tasks of why users interact with a particular system. These reasons and their relative frequencies are used to design interface options that emphasize the user's task categories. Finally, the customer-centric interface designs are evaluated and compared with existing system interfaces using usability tests with actual users performing the tasks. The results from usability tests are used to pinpoint the task-option combinations that do not work well and which should be revised. Benefits of this customer-centric design are improved systems performance and increased user satisfaction.