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 conducted over a computer network via a chat communications channel between a customer and an agent; said processor configured for identifying customer leakage information from said chat session to another communications channel; said processor configured for building a model based on said chat-related information and said leakage information; said processor building said model by:
using a chat text to build an anchor;identifying one or more filters by extracting channel names referred to in the chat text that is used to build said anchor by using a window of words around the anchor to identify a type of channel; andonce the anchors and filters are identified, using a priority matrix to identify an exact channel, wherein said processor is configured for applying said model to identifying a communications channel to which leakage occurs; and said processor configured for summarizing and passing contextual information of said chat session from said chat communications channel to said another communications channel to avoid repeating collection of said information and to allow said agents to communicate intuitively with said customers to improve the customer experience.