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 improving a customer experience, comprising:
receiving information stored in a knowledge base, said information generated by applying a model based on chat-related information and chat leakage information, said model generated by analyzing said chat leakage information to obtain said chat-related information from at least one chat session between a customer and an agent to determine factors that have contributed to said chat leakage and by identifying customer leakage information from said chat session to another channel, said analyzing including applying specific filters for text chat categorization; and using said information to train agents and make recommendations to agents and managers for presentation to a customer to improve the customer's experience and accordingly prevent or reduce chat leakage.