Convergys Customer Management Delaware LLC

Joseph DiFonzo

Scott A Irwin

Stephen DeWayne Weagraff

Robert Birch

Matthew John Yuschik

Jayant M Naik

Dale R Peterson

Woosung Kim

Michael Louis Nutter

Scot Cunningham

Cordell Coy

Coy Cordell

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.

Growing community of inventors

Sanford, FL, United States of America

Joseph DiFonzo