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:
Apr. 11, 2017
Filed:
Apr. 21, 2016
Applicant:
24/7 Customer, Inc., Campbell, CA (US);
Inventor:
R. Mathangi Sri, Bangalore, IN;
Assignee:
24/7 Customer, Inc., Campbell, CA (US);
Attorneys:
Primary Examiner:
Int. Cl.
CPC ...
H04M 11/00 (2006.01); H04M 3/51 (2006.01); G06Q 30/00 (2012.01); G06F 17/24 (2006.01); G06F 17/27 (2006.01); H04M 7/00 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5175 (2013.01); G06F 17/24 (2013.01); G06F 17/27 (2013.01); G06Q 30/016 (2013.01); H04M 3/5133 (2013.01); H04M 3/5191 (2013.01); H04M 7/0045 (2013.01); H04M 2207/203 (2013.01);
Abstract
The customer experience is enhanced by detecting leakage-to-voice from chats and providing recommendations to operations, chat agents, and customers. A chat is classified into leakage-to-voice or leakage-to-text chat and actionable recommendations are then provided to operations, chat agents, and customers based on the leakage information. Once leakage is identified, various other insights are extracted from chats and such insights are fed into the knowledge-base. Such insights also used in agent training and are provided to chat agents as recommendations. This results in a better customer experience.