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An Analytics and Cognition Based System and Method for Displaying Order Management Tasks Based on the Emotion and Context Derived out of the Customer Interaction

IP.com Disclosure Number: IPCOM000249558D
Publication Date: 2017-Mar-03
Document File: 4 page(s) / 110K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a system and method to tag the order management tasks/options/actions with emotions and keywords, derive customer emotion and keywords by analyzing what customer has spoken, find the tasks/options/actions matching the derived emotions and keywords, and then show the matched tasks/options/actions specially.

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An Analytics and Cognition Based System and Method for Displaying Order Management Tasks Based on the Emotion and Context Derived out of the Customer Interaction

Multi-channel retailers run a call center, or an in-store service desk, to help their customers do what the customers cannot do (or, what the customers do not find easy to do) on their own (say, at the retailer’s website). Customer service representatives (CSRs) use Order Management User Interface (OMUI) software to perform the required tasks (which can be required by the customers of the retailer) at call center or store. The tasks are around answering the queries on already placed order, telling more about an item, capturing an order, making modifications to an existing order, creating returns and replacements, etc.

These tasks are high in number when a customer interacts with the CSRs for a specific order. As an example, here is a screen shot of the options (offered by a call center order management application) for a freshly created sales order:

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The high number of options makes the customer interactions slower. Basically, if the user/CSR is not trained or experienced enough, the CSR needs to look through the options to click/select the right/appropriate option. And, note that there is a high attrition rate in the call centers and customer service centers, so the OMUIs need to be as simple as possible.

Say, a customer calls the call center for cancelling the order the customer placed. Referring to the example UI above, to select/click the Cancel Products option, the CSR needs to first look for the Cancel Products option which is at 6

th

position under the Order category.

It is proposed to tag the order management tasks/options/actions with emotions and keywords, derive customer emotion and keywords by analyzing what customer has spoken, find the

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tasks/options/actions matching the derived emotions and keywords, and then show the matched tasks/options/actions specially.

As far as showing the matched tasks/options/actions specially is concerned, it can be done in 2 ways:

 Show the matched tasks first, or, say before the other/unmatched tasks, so that the user sees/reads those first

 Show only the matched tasks and hide the other/unmatched tasks but provide an option (say, a link like Show More/All Tasks) to the user to be able to see all (including hidden) the tasks

The proposal is ap...