415results about How to "Improve customer satisfaction" patented technology

System and methods for intelligent routing of requests from customers to agents where a request is received at a service center from a customer. Identification information related to the customer is accessed. Background information on the customer is retrieved from a storage facility. Task and attitude information about the customer is gathered. A model of the customer is created. Models for at least two agents are created. A performance optimizing calculation is performed that matches the customer model and the models for the at least two agents. A best match agent from the at least two agents is determined based on the matching. The customer request is routed to the best match agent.

A voice-enabled help desk service is disclosed. The service comprises an automatic speech recognition module for recognizing speech from a user, a spoken language understanding module for understanding the output from the automatic speech recognition module, a dialog management module for generating a response to speech from the user, a natural voices text-to-speech synthesis module for synthesizing speech to generate the response to the user, and a frequently asked questions module. The frequently asked questions module handles frequently asked questions from the user by changing voices and providing predetermined prompts to answer the frequently asked question.

The present invention is related to a method for issuing a credit card to a customer in combination with providing credit management information services for the customer. The exact terms of the credit account offered depend on the creditworthiness of the customer. The customer also receives credit management information services including information as to what actions the customer could take to improve the customer's credit rating and improve the terms of the credit account. After a credit account is issued to the customer, the customer receives additional and on-going credit management information services, including credit management information based on the customer's use of the credit account.

A voice-enabled help desk service is disclosed. The service comprises an automatic speech recognition module for recognizing speech from a user, a spoken language understanding module for understanding the output from the automatic speech recognition module, a dialog management module for generating a response to speech from the user, a natural voices text-to-speech synthesis module for synthesizing speech to generate the response to the user, and a frequently asked questions module. The frequently asked questions module handles frequently asked questions from the user by changing voices and providing predetermined prompts to answer the frequently asked question.

The present invention is related to a method for issuing a credit card to a customer in combination with providing credit management information services for the customer. Customers are solicited by various means and a credit account is offered to the customer. The exact terms of the credit account offered depend on the creditworthiness of the customer. The customer also receives credit management information services including information as to what actions the customer could take to improve the customer's credit rating and improve the terms of the credit account. After a credit account is issued to the customer, the customer receives additional and on-going credit management information services, including credit management information based on the customer's use of the credit account.

Enabling remote customer service and maintenance using a visual identifier is disclosed. In response to a user enrolling in a service capability associated with a mobile device, the process utilizes a visual identifier to associate the service capability with the customer account, the service and the mobile device. The system allocates a visual identifier for each service capability and enables customer service agents to identify the service capability and mobile device, verify the user and retrieve information for the service interaction.

Utility failures are automatically detected and potential causes for these failures are automatically located and identified without having to physically search a utility provider's network. Detection systems capable of monitoring utility status are located at each, or a subset, of the customer premises serviced by a utility provider. A monitoring system, capable of correlating the geographical location of the detection systems with the geographical location of the equipment that comprises the utility provider's network, is located at a utility provider and interconnects with the detection systems through a communications network. The monitoring system queries the detection systems to determine utility status and to subsequently locate an outage and deduce a possible cause for the outage. Detection systems can also be configured to automatically contact the monitoring system to report utility status. The monitoring system is also capable of sending customer based information messages to the detection systems.

Apparatus, systems, and methods are disclosed that operate to register one time, at a financial entity, information comprising an identity uniquely associated with an individual having a financial account held by the financial entity. Additional actions include receiving a request at the financial entity from a requesting party to authenticate a customer purporting to be the individual, authenticating, by the financial entity, the customer as the individual by matching a token presented by the customer to the identity uniquely associated with the individual, and providing to the requesting party a previously-authorized portion of a profile associated with the individual. Additional apparatus, systems, and methods are disclosed.

A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

A geographic database of the subject invention interfaces with the Point-of-Sale system in a Quick Service Restaurant to optimize the sequence and pairing of delivery orders based on customer location, driver availability and prioritized real-time information.

The system optionally communicates with GPS-enabled cellular or Wi-Fi communication devices to provide turn-by-turn navigation information to the driver and enable supplementary location information and other communication exchanges between the driver and the dispatch location during the delivery process.

The system may be configured to aggregate a number of local delivery areas into a virtualized delivery system allowing further optimization of driver resources and to enhance capacity utilization across participating order-dispatch locations.

An ontology-driven information system includes a plurality of models, each of which expresses an aspect of a business domain using concepts and relationships between concepts. An ontology, which is in communication with each of the plurality of models, provides uniform definitions for the concepts and relationships between concepts used in the plurality of models. A method for executing an interaction flow model includes receiving an event and categorizing the received event. Once the event is categorized, a situation that matches the categorized received event is identified. One or more tasks are then executed for the situation. The execution of the one or more tasks can include either an interpretation of a model or the execution of a method of an object. The information system also includes a user and application interface and a reasoning engine that is in communication with the user and application interface. A knowledge manager is in communication with the user and application interface and is interfaced with the reasoning engine. A distributed information service also is in communication with the reasoning engine, the knowledge manager, and the user and application interface.

A system for evaluating and responding to customer satisfaction index (CSI) data generated by businesses such as automotive dealers and call centers. The system includes a reporting module providing on-line reporting of the CSI data, a diagnostic module for generating comparisons and for identifying issues relating to the CSI data, a research module for conducting on-line research relating to the generated comparisons and identified issues, a procedures module for viewing business procedures relating to the generated comparisons and identified issues, a training module for providing and tracking via on-line and/or off-line training affecting the generated comparisons, the identified issues and/or the procedures, a sales and recognition building module tracking motivation programs, and a customer retention module.

The present invention is a method and system for characterizing physical space based on automatic demographics measurement, using a plurality of means for capturing images and a plurality of computer vision technologies. The present invention is called demographic-based retail space characterization (DBR). Although the disclosed method is described in the context of retail space, the present invention can be applied to any physical space that has a restricted boundary. In the present invention, the physical space characterization can comprise various types of characterization depending on the objective of the physical space, and it is one of the objectives of the present invention to provide the automatic demographic composition measurement to facilitate the physical space characterization. The demographic classification and composition measurement of people in the physical space is performed automatically based on a novel usage of a plurality of means for capturing images and a plurality of computer vision technologies on the captured visual information of the people in the physical space. The plurality of computer vision technologies can comprise face detection, person tracking, body parts detection, and demographic classification of the people, on the captured visual information of the people in the physical space.

A method and system is disclosed that provides: (a) a theoretical framework for designing psychological research for uncovering individual decision-making networks, both in terms of sampling requirements and questioning methods, (b) an implementation interface to schedule and administer the appropriate question sequences between an interviewer and a given individual, in real-time, via a web-based system, and (c) a coding and analysis system to summarize and quantify the potential of alternative decision structures to be used to optimize the development of marketing and communication strategies.

A method for receiving feedback at a call center includes receiving a call from a caller for connection with one of a plurality of agents and distributing the call to a first agent of the plurality of agents. The method includes initiating a first communication session with the caller and the first agent to handle the call. The method also includes initiating a second communication session with the caller. The second communication session comprises a feedback session parallel to the first communication session. The method also includes receiving from the caller feedback relating to the first communication session between the caller and the first agent.

Provided are a method, system, and program for servicing customer requests for at least one product. At least one queue is maintained in a service computer indicating at least one customer requesting product support for the at least one product. Requests for customer service are received from customer computers used by customers over a network. Transmitted to the customer computers of customers indicated in the queue is chat session content between a technical support agent and one customer indicated in the queue.

The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.

A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services developed for IP telephony using SIP as the signaling protocol. A SIP subscriber can also interact with an ACD system in the Public Switched Telephone Network (PSTN) work space. In the latter case, a PSTN-to-IP gateway carries the bearer path and call level signaling between the two spaces, and corresponding Computer Telephony Integration (CTI) signaling links are used for linking the ACD specific signaling between the two spaces.