To have a smart engine, in order to analyze calls to determine end user requirements / concerns, and towards betterment of the Business processes from the current processes.
Publication Date: 2018-Oct-12
The IP.com Prior Art Database
To have a smart engine, in order to analyze calls to determine end user requirements / concerns, and towards betterment of the Business processes from the current
The disclosure relates to having a smart engine which is used to analyse calls to determine the
different construct in the unforeseen environment to shape the business processes from the
current process based on analytics outcome and continued smart learning.
2. Problem Statement
The everchanging environment in today business world would result in higher expectation from
users while operating at the same environment.
Client wants to optimize the present Customer Care Touchpoints so as to maximize Self-service
transactions and call resolution at this channel with reduced transfers to contact center to control
the human / outsourced partner services cost without impacting Customer satisfaction or ease
of information access. offectivelyo the oboective is to ensure improved Customer experience
and Satisfaction qualityo at a reduced cost towards ensuring higher Customer retentiono
acquisition and reduced churn rate.
Another exampleo a transport organization Client may use a Contact Centero which has data
from vehicle analyticso telco analyticso video analyticso idea analyticso simulation optimizationo
etc. to capture and combine the user’s behavior data to determine what are the trend and
activities which user executed and experienced. If the identification of the activities would be
learned and determined the best alternatives to ensure that the business flow is managed
according to the needs of various users to improve the overall performance.
The disclosure with capable of learning from the data captured to determine actions based on
algorithms when a user behaviour (e.g. dissatisfaction) is being captured and resolved via
changes to the business flow to enhance the user experiences.
With a mathematical formula which has capability to determine the impact of an experience (e.g.
dissatisfaction) and allowing the betterment in business flow to be simulatedo before it is
introduced into the production environment.
The disclosure utilises the Bayes’ Theorem approach to determine the probability of an outcome
in order to execute the change of a business process to improve the overall performance of an
Bayes’ Theorem calculates the probability of an outcome given the value of some variableo that
iso to calculate the probability of a hypothesis(h) being trueo given the prior knowledge(d)o as
• P(h|d)= (P(d|h) * P(h)) / P(d) where
o P(h|d) = Posterior probability. The probability of hypothesis h being trueo given
the data do where P(h|d)= P(d1| h)* P(d2| h)*....*P(dn| h)* P(d)
o P(d|h) = Likelihood. The probability of data d given that the hypothesis h was
o P(h) = Class prior probability. The probability of hypothesis h being true
(irrespective of the data)
o P(d) = Predictor prior probability. Probability of the data (ir...