Method for managing resources in a multi-channeled customer service environment
IPC분류정보
국가/구분
United States(US) Patent
등록
국제특허분류(IPC7판)
H04M-003/00
H04M-005/00
출원번호
US-0396328
(2009-03-02)
등록번호
US-8126135
(2012-02-28)
발명자
/ 주소
Flores, Romelia
Hao, Biao
출원인 / 주소
International Business Machines Corporation
대리인 / 주소
Novak Druce + Quigg LLP
인용정보
피인용 횟수 :
2인용 특허 :
21
초록▼
A method for managing custom relationship management (CRM) resources including communicatively linking a service router to a plurality of service resources. For each of the service resources, at least one routing criterion can be established. A multitude of service requests can be received by the se
A method for managing custom relationship management (CRM) resources including communicatively linking a service router to a plurality of service resources. For each of the service resources, at least one routing criterion can be established. A multitude of service requests can be received by the service router via a multitude of communication channels. Each service request can be analyzed for request characteristics. The request characteristics can then be compared to routing criteria. Each of the service requests can be automatically routed to a selected service resource based at least in part upon the previous comparison. Values for the routing criteria can be dynamically altered based upon feedback.
대표청구항▼
1. A system for managing customer relationship management resources comprising: a service router communicatively linked through a plurality of communication channels to a plurality of response mechanisms associated with a plurality of service resources, wherein said service router is configured to r
1. A system for managing customer relationship management resources comprising: a service router communicatively linked through a plurality of communication channels to a plurality of response mechanisms associated with a plurality of service resources, wherein said service router is configured to receive service requests, analyze the service requests for request characteristics, compare the request characteristics to routing data, and route the service requests to selected ones of said response mechanisms based at least in part upon the comparing;a routing data store comprising the routing data utilized by said service router to route said service requests, wherein said routing data comprises criteria values for routing criteria;a feedback processor configured to dynamically modify said routing data based upon received feedback, update at least one of a skills base and a profile of the plurality of service resources based on the feedback, and dynamically determine an appropriate routing based upon the updated skills base and/or profile of the service resources and the routing data, wherein at least a portion of said feedback is based upon past performance in handling past service requests; anda feedback warehouse configured to store feedback data automatically captured about previous interactions received from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback and internal automated feedback mechanisms. 2. The system of claim 1, further comprising: a routing management interface configured to administratively alter said routing data. 3. The system of claim 2, wherein said routing management interface further comprises: business analysis tools configured to permit at least one of managers and administrators to analyze, query, summarize, and generate reports using data from said system. 4. A system for managing custom relationship management (CRM) resources comprising the steps of: means for communicatively linking a service router to a plurality of service resources;for each of said service resources, means for establishing at least one routing criterion;means for receiving a plurality of service requests via a plurality of communication channels;means for analyzing said service requests for request characteristics;means for comparing said request characteristics to routing criteria;means for automatically routing each of said service requests to a selected service resource based at least in part upon said comparing step;means configured to store feedback data automatically captured about previous interactions received from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback and internal automated feedback mechanisms;means for updating at least one of a skills base and a profile of the service resources based on the feedback data; andmeans for dynamically determining an appropriate routing based upon the updated skills base and/or profile of the service resources and the existing routing criteria. 5. A system for routing customer service requests within a customer relationship management (CRM) system comprising the steps of: means for receiving a service request from a customer via a communication channel;means for searching a routing data store for available service resources, wherein at least a portion of said service resources represent customer service representatives;for each available service resource, means for computing a resource preference rating based at least in part upon previous service resource interactions via said communication channel;means for selecting a service resource for said customer service request based upon said resource preference rating;means for establishing communications via said communication channel between said customer and said selected service resource;means for automatically updating at least one of a skills base or a profile of the service resources based upon information from a feedback warehouse containing information automatically captured about previous interactions from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback and internal automated feedback mechanisms; andmeans for dynamically determining an appropriate routing based upon the updated skills base and/or profile of the service resources and the existing resource preference rating. 6. A non-transitory storage medium having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of: communicatively linking a service router to a plurality of service resources;for each of said service resources, establishing at least one routing criterion;receiving a plurality of service requests via a plurality of communication channels;analyzing said service requests for request characteristics;comparing said request characteristics to routing criteria;automatically routing each of said service requests to a selected service resource based at least in part upon said comparing step;obtaining a feedback from a feedback warehouse containing information automatically captured about previous interactions from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback, and internal automated feedback mechanisms;updating at least one of a skills base and a profile of the service resources based on the feedback; anddynamically determining an appropriate routing based upon the updated skills base and/or profile of the service resources and the existing routing criteria. 7. The non-transitory storage medium of claim 6, wherein said communication channel of said receiving step is selected from the group consisting of a telephony channel, a teleconference channel, a co-browsing channel, an Internet chat channel, an instant messenger channel, an email channel, a postal mail channel, and a fax channel. 8. The non-transitory storage medium of claim 6, wherein said routing criteria of said establishing step is selected from the group consisting of resource availability, resource skills, resource language, resource location, resource cost, resource service efficiency, resource sales efficiency, resource customer satisfaction, and resource management satisfaction. 9. The non-transitory storage medium of claim 6, further comprising the step of: for each of said service resources, identifying at least one communication channel over which said service resource can respond to said service requests, wherein values for said at least one routing criterion depend upon said identified communication channel. 10. The non-transitory storage medium of claim 6, further comprising the step of: receiving said feedback from a plurality of sources at least a portion of which reflect past performance in handling past service requests. 11. The non-transitory storage medium of claim 10, further comprising the steps of: automatically extracting said feedback from a feedback instrumentality; and,assigning a feedback rating to said feedback. 12. The non-transitory storage medium of claim 6, further comprising the steps of: data mining customer sales information to rate the success of a particular service request response; and,responsive to said data mining step, altering at least a portion of said routing criteria for said service resource associated with said service request response. 13. The non-transitory storage medium of claim 6, further comprising the steps of: monitoring at least a portion of said service requests to obtain performance information;determining efficiency metrics from said monitoring; and,dynamically altering values for said routing criteria based upon said efficiency metrics. 14. The non-transitory storage medium of claim 6, further comprising the step of: administratively modifying values for said routing criteria via a routing management interface. 15. A non-transitory storage medium having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of: receiving a service request from a customer via a communication channel;searching a routing data store for available service resources, wherein at least a portion of said service resources represent customer service representatives;for each available service resource, computing a resource preference rating based at least in part upon previous service resource interactions via said communication channel;selecting a service resource for said customer service request based upon said resource preference rating;establishing communications via said communication channel between said customer and said selected service resource;automatically updating at least one of a skills base or a profile of the service resources based upon information from a feedback warehouse containing informationautomatically captured about previous interactions from a plurality of sources including at least one of scanned documents, surveys, data mining results, external automated feedback and internal automated feedback mechanisms; anddynamically determining an appropriate routing based upon the updated skills base and/or profile of the service resources and the existing resource preference rating. 16. The non-transitory storage medium of claim 15, wherein said computing step further comprises the steps of: for each service resource, receiving a plurality of criteria values for routing criteria;identifying routing weights for each of said routing criteria;for each of said routing criteria, multiplying said routing weight and said criteria value; and,summing results from said multiplying to compute said resource preference rating. 17. The non-transitory storage medium of claim 15, further comprising the steps of: receiving feedback about said service request; and,automatically altering at least one of said criteria values of an associated service resource in response to said feedback.
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