Automated Customer Service Interaction Analysis via Weighted Graphs
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Solution Overview
Problem
Current methods for analyzing customer service interactions are cumbersome and require skilled analysts to identify root causes, leading to inefficiencies and delayed issue resolution, as only experienced personnel can interpret complex data like word clouds, limiting the ability to address all customer issues in a timely manner.
Innovation Solution
A computerized method that receives and analyzes customer service interactions, consolidates similar words, calculates proximity scores, constructs a weighted graph, identifies interaction topics, generates queries, retrieves relevant interactions, and displays representative snippets to quickly identify and display root causes, making it accessible to all employees.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If well-trained analysts manually analyze customer service interactions using analytical tools, then accurate identification of root-cause issues is achieved, but significant time is required and only experienced personnel can perform the analysis
Solution Approach 1:
The system enables automatic analysis of customer service interactions through computerized processing of interaction data, word cloud generation, and automated identification of problematic issues and root causes, eliminating the need for manual analysis by well-trained analysts while maintaining accuracy
Solution Approach 2:
The patent replaces the mechanical manual analysis process performed by human analysts with an automated computerized system that processes interaction data, generates visualizations, and identifies root causes algorithmically, thereby reducing analysis time while preserving identification accuracy
2Loss of information
If word clouds are used to visualize problematic issues, then initial identification of issues is achieved, but the visualization is cumbersome and not clear enough, requiring additional manual interpretation
Solution Approach 1:
The system merges word cloud visualization with automated analysis algorithms and additional visualization techniques, combining multiple analytical approaches into a unified system that automatically interprets and presents clear, actionable insights rather than requiring separate manual interpretation steps
Solution Approach 2:
The patent introduces an automated analysis system as an intermediary between the raw word cloud data and the final interpretation, where the system automatically processes the word cloud output and translates it into clear, structured identification of problematic issues and root causes
3Measurement precision
If only experienced analysts are capable of recognizing root-cause issues, then accurate problem identification is achieved, but the limited number of skilled personnel reduces overall productivity
Solution Approach 1:
The automated analysis system provides universal capability for root-cause identification that can be used by any employee regardless of experience level, making the specialized analytical capability universally accessible across the organization and thereby increasing overall productivity while maintaining accuracy
Data Source
AI summary
A system and method for analysis of interactions with a customer service center, comprising receiving a plurality of customer service interactions, receiving a word cloud computed for the plurality of customer service interactions, consolidating similar or synonymous words into word sets, constructing a weighted graph of the word sets, generating a query for the interaction topic based on a corresponding subset of word sets, selecting at least one representative interaction from the retrieved customer service interactions, and displaying at least a portion of the representative interaction for the selected identified topic.