System and method for suggesting interaction strategies to a customer service representative
Number of patents in Portfolio can not be more than 2000
United States of America Patent
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N/A
Issued Date -
Jul 4, 2002
app pub date -
Dec 28, 2000
filing date -
Dec 28, 2000
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A system and methods for suggesting interaction strategies to customer service representatives in a customer relationship management environment which includes analyzing customer data to determine one or more patterns and generating a set of rules based upon the patterns. A recommendation engine is used to compare the rules to a current customer interaction to recognize one or more of the patterns in the interaction. Real-time interaction strategies are then suggested which correspond to the recognized patterns.
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