Convergys Customer Management Delaware LLC

Convergys Customer Management Group, Inc.

Dale R Peterson

Scott A Irwin

Robert Birch

Stephen DeWayne Weagraff

Matthew John Yuschik

Jayant M Naik

Woosung Kim

Joseph DiFonzo

Michael Louis Nutter

Scot Cunningham

Cordell Coy

Coy Cordell

There is disclosed a system functional for operating and updating an interactive voice response self care system which utilizes various types of models. The system is capable of improving the performance of the self care system through updating the models used in that system in a closed loop manner. The system is also potentially configured to utilize input from a human agent, such as a customer service representative, to which a customer call is transferred by a self care system.

System for closed loop decisionmaking in an automated care system

A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation to live support if it appears necessary.

System and method for automated customer service with contingent live interaction

A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation.

System and method for closed loop decisionmaking in an automated care system

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Cincinnati, OH, United States of America

Dale R Peterson