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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.

IP.com Disclosure Number: IPCOM000255769D
Publication Date: 2018-Oct-12
Document File: 5 page(s) / 381K

Publishing Venue

The IP.com Prior Art Database

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This is the abbreviated version, containing approximately 39% of the total text.

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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.

1. Abstract

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. 


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3. Summary

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

organization.

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

follows:

• 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

true.

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...