Method for designing an automated speech recognition (ASR) interface for a customer call center
A method of designing a customer interface for a service center, such as an automated speech recognition (ASR) self-service center. Customer activity to an existing service center is monitored, providing customer model, which includes a collection of customer tasks. These tasks are assigned to action-object pairs, which are further assigned to routing destinations. Dialog modules are designed, based on the customer model data, including disambiguation dialogs.
1. A method, comprising:
recording opening statements made by customers on calls to one of a plurality of call centers;
determining, based on the opening statements, customer tasks, each customer task including an action and an object;
accessing a first business rule model to identify routing destinations for customer calls to a first call center, wherein the first business rule model identifies a first routing destination for customer calls associated with said each customer task; and
accessing a second business rule model to identify routing destinations for customer calls to a second call center, wherein the second business rule model identifies a second routing destination for customer calls associated with said each customer task;
wherein routing destinations are selected from: a call center agent, a queue, a self-service speech recognition application, and the Internet.
2. The method of claim 1 , wherein the plurality of call centers includes a how-to-use call center, and wherein identifying the routing destinations includes identifying a how-to-use destination in the how-to-use call center.
3. The method of claim 2 , wherein the how-to-use destination includes a plurality of dialog modules activated in response to routing decisions.
4. The method of claim 2 , wherein the how-to-use destination includes a set of verbal prompts, voice recognition entry points, and messages.
5. The method of claim 2 , wherein the how-to-use call center includes how-to-use information for telephone services provided by a telephone service provider.
6. The method of claim 1 , wherein identifying the routing destinations includes identifying destinations based upon an input selected from: speech indicating a name of a product, selection input selecting a topic from a menu, and verbal input describing a feature of the product.
7. The method of claim 1 , wherein identifying the routing destination is based upon a dual tone keypad input.
8. The method of claim 1 , wherein the plurality of call centers includes a billing call center, a customer retention call center, an ordering call center, and a how-to-use call center.
9. The method of claim 1 , wherein, for each customer task, identifying the routing destination includes identifying the routing destination from the group consisting of: a direct route destination when the opening statements provide sufficient routing information and a clarification destination when the opening statements lack sufficient routing information.
10. A computer system, comprising computer hardware programmed to perform operations, the operations comprising:
recording opening statements made by customers on calls to one of a plurality of call centers;
determining, based on the opening statements, customer tasks, each customer task including an action and an object;
accessing a first business rule model to identify routing destinations for customer calls to a first call center, wherein the first business rule model identifies a first routing destination for customer calls associated with said each customer task; and
accessing a second business rule model to identify routing destinations for customer calls to a second call center, wherein the second business rule model identifies a second routing destination for customer calls associated with said each customer task;
wherein routing destinations are selected from: a call center agent, a queue, a self-service speech recognition application, and the Internet.
11. The system of claim 10 , wherein the plurality of call centers includes a how-to-use call center, and wherein identifying the routing destinations includes identifying a how-to-use destination in the how-to-use call center.
12. The system of claim 11 , wherein the how-to-use destination includes a plurality of dialog modules activated in response to routing decisions.
13. The system of claim 11 , wherein the how-to-use destination includes a set of verbal prompts, voice recognition entry points, and messages.
14. The system of claim 11 , wherein the how-to-use call center includes how-to-use information for telephone services provided by a telephone service provider.
15. The system of claim 10 , wherein identifying the routing destinations includes identifying destinations based upon an input selected from: speech indicating a name of a product, selection input selecting a topic from a menu, and verbal input describing a feature of the product.
16. The system of claim 10 , wherein identifying the routing destination is based upon a dual tone keypad input.
17. The system of claim 10 , wherein the plurality of call centers includes a billing call center, a customer retention call center, an ordering call center, and a how-to-use call center.
18. The system of claim 10 , wherein, for each customer task, identifying the routing destination includes identifying the routing destination from the group consisting of: a direct route destination when the opening statements provide sufficient routing information and a clarification destination when the opening statements lack sufficient routing information.