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Computing Next Logical Product to calculate the next optimal thing to sell using a compute GRID of Call centre operator PC's

IP.com Disclosure Number: IPCOM000028482D
Original Publication Date: 2004-May-17
Included in the Prior Art Database: 2004-May-17
Document File: 1 page(s) / 50K

Publishing Venue

IBM

Abstract

This article discusses the use of call centre PC's to compute the next logical product, in a selling environment

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 59% of the total text.

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Computing Next Logical Product to calculate the next optimal thing to sell using a compute GRID of Call centre operator PC's

Introduction

When a caller calls a call centre to purchase or make an enquiry, it is often thought to be an optimal time to propose a cross sell or up sell to increase the customer portfolio or increase wallet share. To achieve this we need to calculate the next logical product within a set of constraints. This can be a computational complex problem, requiring a large amount of compute resource, and for that reason is typically avoided. Given that in a typical call centre each operator is working with a PC type device, and that it is extremely unlikely all of these terminals are 100% computationally saturated, we propose a system which utilises a standard GRID compute toolkit to interlink all of the workstations together with a view to harnessing their computational resource. The objective of this computation is: given an inbound call from a customer, to calculate and re-calculate the next best product to offer during the call, based on the responses from the individual, known history of the individual, and the constraints of the business in offering that product.

Approach

    When a call is initially received the customer behaviour profile (CPB) is retrieved from a suitable computer based medium. Next, if this is an inventory based product base, then shared amongst the network of available computational resources on the GRID, are sets of avail...