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Methods implemented to improve request response ratio during customer interactions over chat communication

IP.com Disclosure Number: IPCOM000245204D
Publication Date: 2016-Feb-18
Document File: 3 page(s) / 73K

Publishing Venue

The IP.com Prior Art Database

Abstract

Methods implemented to improve request response ratio during customer interactions over chat communication. This solution would improve the productivity of a customer care executives while dealing with different customer at the same time.

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Methods implemented to improve request response ratio during customer interactions over chat communication

There are lot of portals which now a days have a best interactive mode with their customers. They facilitate the customer by have a Instant Chat system instead of they searching for a contact info from the page, then dialing in for some few and simple questions which can be handled over a chat session. But, at times these sites / portals face traffic issue based on numerous things like, extended usage of their product by the customers and further queries related to same, new product launch coming up, etc. During this period, a user who left his name on the chat window, waits for a long time to get his turn and his question answered. Moreover, based on the above cases, normally, the questions asked by users are nearly same with different, tones used in languages, sentence formations, etc. This wait at times can be a reason to LOSS of business. How can we cater to this issues?

We propose to build a network which is based on the analyzed reporting structure which would be managed by automated services to convert and transfer relevant information from one session to another or extracting the information from repositories.

Enhancements:


1. Run time relevant information exchange based on multiple chat sessions going on between multiple users.

2. Rearrange and post analyzed responses to relevant chat sessions.

3. Based on step 2, analyze the chat session to generate a obvious response which would assist the end user.

Scenario:


1. A site ABCCompanySite which is quipped with a online chat portal for serving existing / new customers. User1, User2, User3, User4,......User20 are interacting with numerous support executives of
ABCCompanySite over chat sessions. Each executive is busy with at least 1 User. Now, another User21 tries to login to the portal and pings the chat window with his question. User sees a message like "Your question would be answered soon, please wait". User21 waits, once his patience are tested, User quits. Now, this is a problem for the ABCCompany. Either they have lost this User21 or have created a impression in the...