Importance

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Abstract

An automated customer service system and method which maintains and uses a customer sensitivity profile to contact the customer in a manner, at a time and date, and at a location which are preferred by the customer. The automated customer service system also maintains and uses an agent qualification profile, in conjunction with the customer sensitivity profile, to automatically assign agents to the various campaigns. An agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills. The system administrator devises a strategy script based upon the customer sensitivity requirements and the agent qualifications. The strategy script determines which agents meet which requirements, and whether there are adequate agents to handle the requirements of concurrent campaigns.

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First Claim