Browse Prior Art Database

Cognitive Customer Relationship Management System

IP.com Disclosure Number: IPCOM000247273D
Publication Date: 2016-Aug-18
Document File: 2 page(s) / 21K

Publishing Venue

The IP.com Prior Art Database

Abstract

A cognitive customer relationship management system is disclosed. The CCRM system is a new cognitive and analytical method and process to manage customer expectations, employee skills, and identify and deploy people with the right skills to consistently achieve high customer satisfaction.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 51% of the total text.

Page 01 of 2

Cognitive Customer Relationship Management System

Disclosed is a cognitive customer relationship management (CCRM) system. The CCRM system is a new cognitive and analytical method and process to manage customer expectations, employee skills, and identify and deploy people with the right skills to consistently achieve high customer satisfaction.

The CCRM system includes a cognitive skill cache which is an algorithm that dynamically computes, stores, and updates skills of an employee in real-time based on the parameters, such as, but not limited to, complexity of the incident that was resolved, customer feedback to the resolution and weightage score measured relative to similar incidents. In accordance with the system disclosed herein, after resolution, whenever an incident is closed, an employee that resolved the incident answers a set of pre-defined questions and the data is persisted in the Skill Cache. Similarly, after an incident is closed, the CCRM system sends a customer survey to gather feedback about the resolution, and the received ratings and feedback are also persisted in the Skill Cache.

The CCRM system further includes intelligent work assignment engine that is capable of identifying and assigning appropriate resources to expedite resolution processes and optimize customer satisfaction. Whenever a new incident arrives in the CCRM system, the new incident is classified based on the parameters, such as, but not limited to, customer name, module and nature of problem. Based on classification, the Workload Assignment Engine will look into the Skill Cache and logically identify and assign the right resource. Accordingly, employee having highest weightage score for the combination of Customer-Module-Nature of Problem is assigned to the incident. However, if more than 1 employee has the same score, the ass...