SYSTEM AND METHOD FOR MEANING DRIVEN PROCESS AND INFORMATION MANAGEMENT TO IMPROVE EFFICIENCY, QUALITY OF WORK, AND OVERALL CUSTOMER SATISFACTION

摘要

A customer service system for providing enhanced guidance and resources to service agents and providing an enhance ability to select service agents that are best suited to address specific customers and specific customer needs, and methods for manufacturing and using same. The customer service system includes a system server with a semantic engine configured to analyze customer contact events and customize service agent interfaces based on determined customer needs.

主权项

1. A method for customer contact handling, comprising:
receiving contact text and contact metadata from a user device; determining semantic characteristics of the contact text based on semantic analysis of the contact text; identifying a user profile based on the contact metadata; retrieving user data associated with the identified user profile; and determining a contact need classification based on the semantic characteristics and user data.