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%FOD% A system and method to share customer information without degrading customer satisfaction

IP.com Disclosure Number: IPCOM000231140D
Publication Date: 2013-Sep-30
Document File: 1 page(s) / 14K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a system and method to approach to the customer at stores, e.g. electronics retail store, to keep high customer satisfaction by collaboration of a system and a human. To achieve it, (1) the clerk first consults with the system for a question from the customer which the clerk cannot answer. If the degree of accuracy of the response is below a predefined threshold, the clerk requests support for human experts. (2) In that case, system predicts the time until he/she becomes available based on the current situation and attribute of the experts. (3) The clerk dynamically changes the questions to the customer based on the time to available, customer profile, and his/her response.

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%FOD% A system and method to share customer information without degrading customer satisfaction

Disclosed is a system and method to approach to the customer at stores, e.g. electronics retail store, to keep high customer satisfaction by collaboration of a system and a human. To achieve it, (1) the clerk first consults with the system for a question from the customer which the clerk cannot answer. If the degree of accuracy of the response is below a predefined threshold, the clerk requests support for human experts. (2) In that case, system predicts the time until he/she becomes available based on the current situation and attribute of the experts. (3) The clerk dynamically changes the questions to the customer based on the time to available, customer profile, and his/her response.

Following is the detail procedure between a customer (X), a clerk (A), a system (S), and an expert (B).
- If A, who is standing face to face with X, cannot answer to the question X asks, A requests answer to S.
- S compares the accuracy of the response (Pc) S prepares and a threshold (T) for X. If T<Pc, S replies to A and otherwise asks support to B. Pc is determined by the ratio of maximum match to X's question among the list of questions stored in the database of S.
- S also has list of frequently asked questions S cannot answer, and if a question matches to an item of the list, S can soon ask support to some experts.


• For example, such questions like "which product XXX or YYY do you...