The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jan. 17, 2017
Filed:
Oct. 24, 2012
Convergys Customer Management Delaware Llc, Cincinnati, OH (US);
Jayant M. Naik, Mason, OH (US);
Cordell Coy, Villa Hills, KY (US);
Dale Robert Peterson, Fort Thomas, KY (US);
Joseph DiFonzo, Sanford, FL (US);
Stephen D. Weagraff, Winter Park, FL (US);
Matthew Yuschik, Andover, MA (US);
Michael Louis Nutter, Cincinnati, OH (US);
Robert Birch, Orlando, FL (US);
Scot Cunningham, Osgood, IN (US);
Woosung Kim, Mason, OH (US);
Scott Irwin, Winter Springs, FL (US);
Convergys Customer Management Delaware LLC, Cincinatti, OH (US);
Abstract
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.