Method to identify and categorize customer's goals and behaviors within a customer service center environment
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United States of America Patent
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May 29, 2007
Grant Date -
N/A
app pub date -
May 26, 2000
filing date -
May 27, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method is provided that identifies and categorizes the reason a customer contacts a customer service center, i.e. the customer's goal or problem. In addition, the method allows the customer to be categorized into a set of behavior-based groupings. This integration of goal and customer categorization establishes the foundation to optimally direct the customer's request through an appropriate center. This method can collect information regarding the customer's behavior and can use that behavioral information to determine the optimal manner for handling the customer request.
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