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Method and System for associating Context information with a Next Best Action (NBA)

IP.com Disclosure Number: IPCOM000202423D
Publication Date: 2010-Dec-15
Document File: 2 page(s) / 96K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system for associating context information with a Next Best Action (NBA) is disclosed. The method and system enables a call centre agent to understand the NBA and provide assistance, respond or resolve customers issues based on the context information.

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Method and System for associating Context information with a Next Best Action (NBA)

Disclosed is a method and system for associating context information with a Next Best Action (NBA). A NBA technology enables a call centre agent to resolve customer queries. However, when there is no context information attached to the NBA explaining the reason for recommending the NBA, it is difficult for the call agent to take a proper decision. Therefore, there is a need for associating context information with the NBA and storing the NBA context information in a database, so that the call centre agent understands the NBA and assists to the customer.

An NBA may be provided and thereafter the customer may return with further queries. Accordingly, the method and system uses context information to provide assistance to the customer. The figure illustrates that multiple rules are provided for providing assistance to a customer based on the context information. An NBA along with the context information is stored in a database. Each NBA is a rule for a specific customer query and the context information is the description added to explain the rule. The NBA, the context information and parameters are sent to a call centre agent at the time of NBA execution. An agent who provides the NBA also provides the importance of the parameters. When a NBA is executed by the call centre agent, the customer queries along with their values are logged into a rule log database. The parameters and th...