System, method & software for a user responsive call center customer service delivery solution
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United States of America Patent
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N/A
Issued Date -
Apr 7, 2005
app pub date -
Oct 3, 2003
filing date -
Oct 3, 2003
priority date (Note) -
Abandoned
status (Latency Note)
Importance
Abstract
A system, method and software are provided for implementing an adaptive and dynamic call center customer service delivery solution. In operation, a user interface (U/I) model is selected from a library of U/I models as the U/I model likely to elicit favorable customer responses and to achieve customer completion of the selected transaction. The active U/I model may be re-evaluated at each node of the selected transaction and a new model selected in response to a determination that the active U/I model is no longer preferred. One or more U/I models may be updated based on observed user responsiveness, the efficiency of past transactions as well as on other grounds.
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