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Improved Customer Service with Appeasement Offers based on Cognitive Insights

IP.com Disclosure Number: IPCOM000250095D
Publication Date: 2017-May-31
Document File: 3 page(s) / 46K

Publishing Venue

The IP.com Prior Art Database

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Method and System for Cognitively Improving Customer Service with Appeasement Offers

A method and system is disclosed for cognitively providing appeasement offers to a customer by dynamically learning and ranking appropriate appeasement offers. The appeasement offers are ranked based on the customer’s profile such as, but not limited to, a customer’s order history, product sentiment analysis and previous customer interaction.

Generally, when a customer is not satisfied with any product or a service provided by a retailer, the customer approaches a customer service to address the problem by communicating with call center agents or store associates. Then, the call center agents or store associates provide the customer with a pre-defined list of offers that appease the customer. The pre-defined list of offers can be, but need not be limited to, a discount on the current order, a discount on the future order, a gift coupon. Further, the retailer is restricted from not being too liberal in providing the appeasement offers to the customer which might compromise the revenue from transactions.

Thus, there exists a need for a method and system to measure a customer’s dissatisfaction levels and suggest an optimal appeasement offer to the customer.

Disclosed is a method and system for cognitively providing appeasement offers to a customer by dynamically learning and ranking appropriate appeasement offers. The appeasement offers are ranked based on the customer’s profile such as, but not limited to, a customer’s order history, product sentiment analysis and previous customer interaction.

In accordance with an embodiment, the method and system utilizes a cognitive learning technique in an e-commerce system for capturing orders and defining a product catalog information to provide an optimized list of appeasement offers to an e-commerce customer.

The Figure below illustrates a screenshot representing a list of appeasement offers to a call center agent communicating with the customer.

Figure As illustrated in the Figure, the method and system displays a list of appeasement offers to the call center agent based on previous appeasements to all orders that resulted in returning customers for further purchases as well as on a customer profile. The customer profile can be, but need not be limited to, the customer’s order history, the customer’s appeasement history, a return history and customer review data of the product and manual overrides of the system suggested appeasement option. The method and system generates the list of appeasement offers based on weights provided for each aspect in the customer profile and enables a retailer to configure weights given to the list of appeasement offers.

Subsequently, the call center agent in communication with the customer suggests the customer to select any one appeasement offer from the list of appeasement offers. Once the customer selects an appeasement offer, the method and system cognitively learns the customer’s pr...