Method to identify and categorize customer's goals and behaviors within a customer service center environment
View Patent ↗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.
1. A method for identifying and categorizing customer goals for contacting a service center comprising:
receiving a customer request;
performing a verbal style analysis on the customer's request to identify a customer behavior for the customer, said verbal style analysis including performing an analysis with respect to a count of a number of words used, and a method of contact;
categorizing the customer behavior into one of a plurality of behavioral groups;
calculating conditional probabilities that relate the customer request to customer goal categories;
comparing a maximum conditional probability obtained from the calculated conditional probabilities with a minimal set value;
mapping the customer request to a customer goal category related to the maximum conditional probability if the maximum conditional probability is equal to or greater than the minimal set value; and
assigning the customer request to a service center associated with both the identified customer behavior and the mapped customer goal category.
2. The method according to claim 1 , the method further comprising:
receiving the customer request via an interactive voice response system.
3. The method according claim 1 , the method further comprising:
receiving the customer request via an Internet connection.
4. The method according claim 1 , the method further comprising:
receiving the customer request via telephone.
5. The method according to claim 1 , further comprising matching a result of the verbal style analysis to an appropriate model with the categorized group.
6. A method for identifying and categorizing customer goals for contacting a service center comprising:
receiving a customer request;
performing a verbal style analysis on the customer's request to identify a customer behavior for the customer, the verbal style analysis including counting a number of words used and performing an analysis of the number of words counted;
categorizing the customer behavior into one of a plurality of behavioral groups;
calculating conditional probabilities that relate the customer request to customer goal categories;
comparing a maximum conditional probability obtained from the calculated conditional probabilities with a minimal set value;
mapping the customer request to a customer goal category related to the maximum conditional probability if the maximum conditional probability is equal to or greater than the minimal set value; and
assigning the customer request to a service center associated with both the identified customer behavior and the mapped customer coal category.
7. The method according to claim 6 , the method further comprising:
receiving the customer request via an interactive voice response system.
8. The method according claim 6 , the method further comprising:
receiving the customer request via an Internet connection.
9. The method according claim 6 , the method further comprising:
receiving the customer request via telephone.
10. The method according to claim 6 , further comprising matching a result of the verbal style analysis to an appropriate model with the categorized group.
11. A computer readable medium storing a program for identifying and categorizing customer goals for contacting a service center, comprising:
a receiving code segment that receives a customer request;
an analysis code segment that performs a verbal style analysis on the customer's request to identify a customer behavior for the customer, the verbal style analysis including counting a number of words used and performing an analysis of the number of words counted;
a categorizing code segment that categorizes the customer behavior into one of a plurality of behavioral groups;
a goal identifying code segment that calculates conditional probabilities that relate the customer request to customer goal categories, compares a maximum conditional Probability obtained from the calculated conditional probabilities with a minimal set value, and maps the customer request to a customer goal category related to the maximum conditional probability if the maximum conditional probability is equal to or greater than the minimal set value; and
an assignment code segment that assigns the customer request to a service center associated with both the identified customer behavior and the mapped customer goal category.
12. The medium according to claim 11 , in which the receiving code segment receives the customer request via an interactive voice response system.
13. The medium according to claim 11 , in which the receiving code segment receives the customer request via an Internet connection.
14. The medium according to claim 11 , in which the receiving code segment receives the customer request via telephone.
15. The medium according to claim 11 , further comprising a matching code segment that matches a result of the verbal style analysis to an appropriate model with the categorized group.