METHOD AND APPARATUS FOR ANALYZING LEAKAGE FROM CHAT TO VOICE

摘要

The customer experience is enhanced by detecting leakage-to-voice from chats and providing recommendations to operations, chat agents, and customers. A chat is classified into leakage-to-voice or leakage-to-text chat and actionable recommendations are then provided to operations, chat agents, and customers based on the leakage information. Once leakage is identified, various other insights are extracted from chats and such insights are fed into the knowledge-base. Such insights also used in agent training and are provided to chat agents as recommendations. This results in a better customer experience.

主权项

1. A computer implemented method for analyzing chat leakage, comprising:
providing a processor configured for obtaining chat-related information from at least one chat session between a customer and an agent; said processor configured for identifying customer leakage information from said chat to another channel; said processor configured for building a model based on said chat-related information and said leakage information; said processor configured for applying said model to identifying a channel to which leakage occurs; and said processor configured for passing contextual information of said chat session to improve the customer experience.