Call centre support system

Abstract

The present invention relates to a system (1) which enables customer representatives to respond quickly and effectively to requests coming from written channels by using advanced features such as automatic response suggestions, mood analysis, language detection and automatic translation by means of artificial intelligence features integrated into written communication channels in the call centre sector.

Description

[0001] DESCRIPTION

[0002] CALL CENTRE SUPPORT SYSTEM

[0003] Technical Field

[0004] The present invention relates to a system which enables customer representatives to respond quickly and effectively to requests coming from written channels by using advanced features such as automatic response suggestions, mood analysis, language detection and automatic translation by means of artificial intelligence features integrated into written communication channels in the call centre sector.

[0005] Background of the Invention

[0006] Call centre customer service frequently encounters problems such as delays, uncertainty in responses and inaccurate information in written requests. While customers expect fast and effective solutions, prolonged response times and deficiencies in communication adversely affect customer satisfaction. In addition, the fact that some requests are not sufficiently processed in detail leads to confusion in the solution processes, requiring customers to establish further communication. This situation causes loss of time for both the customer and the service provider.

[0007] For this reason, it is understood that there is a need for a system which enables customer representatives to respond quickly and effectively to requests coming from written channels by using advanced features such as automatic response suggestions, mood analysis, language detection and automatic translation by means of artificial intelligence features integrated into written communication channels in the call centre sector. The Chinese patent document no. CN108170835, an application included in the state of the art, discloses a manpower and artificial intelligence combined intelligent customer service system. In the said invention, the system describes a manpower and artificial intelligence combined intelligent customer service system. The system is realized through the following steps of: carrying out user consultation; carrying out semantic analysis by utilizing big data and artificial intelligence and with natural language technology; returning an approximate list for customer selection by searching a question-answer knowledge base; after the user selects a specific answer, presenting a detailed description of the answer by the intelligent customer service system; and after the user marks that the answer is useless, turning to manpower to carry out processing by customer service personnel. The manpower and Al combined intelligent customer service system, can rapidly solve certain common consultation problems of users, can process certain non-common problems through a manpower manner, can provide semantic analysis, can track the answer rates and satisfaction rates of the intelligent, can lighten the working pressure of customer service personnel, and can rise the reply correctness continuously.

[0008] Summary of the Invention

[0009] An object of the present invention is to realize a system developed with the aim of enabling customer representatives to respond quickly and effectively to requests coming from written channels by using advanced features such as automatic response suggestions, mood analysis, language detection and automatic translation by means of artificial intelligence features integrated into written communication channels in the call centre sector.

[0010] Detailed Description of the Invention

[0011] “Call Centre Support System” realized to fulfil the objective of the present invention is shown in the figure attached, in which: Figure l is a schematic view of the inventive system.

[0012] The components illustrated in the figure are individually numbered, where the numbers refer to the following:

[0013] 1. System

[0014] 2. Application

[0015] 3. Server

[0016] The inventive system (1) developed with the aim of enabling customer representatives to respond quickly and effectively to requests coming from written channels by using advanced features such as automatic response suggestions, mood analysis, language detection and automatic translation by means of artificial intelligence features integrated into written communication channels in the call centre sector comprises; at least one application (2) which is configured to enable customer requests to be received in writing and customer representatives to perform the necessary support operations through an interface; and at least one server (3) which is configured to enable customer requests to be received; requests to be analysed by artificial intelligence; automatic response suggestions to be generated; language detection and automatic translation processes to be integrated into the related flow; appropriate consultant assignment to be made; mood analysis to be performed and responses to be optimised; and conversations to be monitored, reported and improved.

[0017] The application (2) included in the inventive system (1) is configured to establish communication and exchange data with the server (3) by using any communication protocol. The application (2) is configured to comprise separate interfaces belonging to users with various authorisations in the form of customer interface and authorised user interface. The application (2) is configured to comprise a customer interface such that customers can enter their questions and receive answers to their questions. The application (2) is configured to enable answers generated with the help of artificial intelligence by receiving customer questions to be displayed on the authorised user interface and the related service to be maintained.

[0018] The server (3) included in the inventive system (1) is configured to establish communication and exchange data with the application (2) by using any communication protocol. The server (3) is configured to enable rapid responses to be provided to customer requests by generating artificial intelligence-supported automatic response suggestions and then presenting them through the application (2). The server (3) is configured to enable automatic response suggestions to be generated by using models trained on chat data and the model to be updated continuously. The server (3) is configured to enable customer representatives to customise their responses accordingly by analysing customer mood in customer interactions. The server (3) is configured to enable the communication language of customers to be automatically detected and services to be provided to global customer masses by activating the automatic translation feature in cases where language competence is not available. The server (3) is configured to enable the assignment of appropriate representatives to be made automatically according to the competencies and workload of customer representatives and customer demands, customer satisfaction to be increased and productivity to be optimised. The server (3) is configured to enable seamless compatibility between API (Application Programming Interface) based integration and existing systems by working in integration with different call centre and CRM (Customer Relationship Management) systems.

[0019] Industrial Application of the Invention By means of the inventive system (1), customer representatives are enabled to respond quickly and effectively to requests coming from written channels by using advanced features such as automatic response suggestions, mood analysis, language detection and automatic translation by means of artificial intelligence features integrated into written communication channels in the call centre sector

[0020] Within these basic concepts; it is possible to develop various embodiments of the inventive “Call Centre Support System (1)”; the invention cannot be limited to examples disclosed herein and it is essentially according to claims.

Claims

CLAIMS1. A system (1) which enables customer representatives to respond quickly and effectively to requests coming from written channels by using advanced features such as automatic response suggestions, mood analysis, language detection and automatic translation by means of artificial intelligence features integrated into written communication channels in the call centre sector comprising; at least one application (2) which is configured to enable customer requests to be received in writing and customer representatives to perform the necessary support operations through an interface; and characterized by at least one server (3) which is configured to enable customer requests to be received; requests to be analysed by artificial intelligence; automatic response suggestions to be generated; language detection and automatic translation processes to be integrated into the related flow; appropriate consultant assignment to be made; mood analysis to be performed and responses to be optimised; and conversations to be monitored, reported and improved.

2. A system (1) according to Claim 1; characterized by the application (2) which is configured to establish communication and exchange data with the server (3) by using any communication protocol.

3. A system (1) according to Claim 1 or 2; characterized by the application (2) which is configured to comprise separate interfaces belonging to users with various authorisations in the form of customer interface and authorised user interface.

4. A system (1) according to any one of the preceding claims; characterized by the application (2) which is configured to comprise a customer interface such that customers can enter their questions and receive answers to their questions.

5. A system (1) according to any one of the preceding claims; characterized by the application (2) which is configured to enable answers generated with the help of artificial intelligence by receiving customer questions to be displayed on the authorised user interface and the related service to be maintained.

6. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to establish communication and exchange data with the application (2) by using any communication protocol.

7. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to enable rapid responses to be provided to customer requests by generating artificial intelligence-supported automatic response suggestions and then presenting them through the application (2).

8. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to enable automatic response suggestions to be generated by using models trained on chat data and the model to be updated continuously.

9. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to enable customer representatives to customise their responses accordingly by analysing customer mood in customer interactions.

10. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to enable the communication language of customers to be automatically detected and services to be provided to global customer masses by activating the automatic translation feature in cases where language competence is not available.

11. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to enable the assignment of appropriaterepresentatives to be made automatically according to the competencies and workload of customer representatives and customer demands, customer satisfaction to be increased and productivity to be optimised.

12. A system (1) according to any one of the preceding claims; characterized by the server (3) which is configured to enable seamless compatibility between API (Application Programming Interface) based integration and existing systems by working in integration with different call centre and CRM (Customer Relationship Management) systems.

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