ASSISTANT REDIRECTION FOR CUSTOMER SERVICE AGENT PROCESSING

摘要

A method and device for automatic digital customer service agent processing to automatically redirect to a correct channel for assistance. A method includes obtaining communication information based on customer communication iterations. Customer emotion information and customer situation context information is detected based on customer information obtained from one or more devices. Redirection option information is retrieved for a condition corresponding to the customer situation context information from an assistant-redirection knowledge base. The customer situation context information, the communication information, the customer emotion information and the redirection option information are used to determine and to provide a redirection suggestion with a justification, or an answer response.

主权项

1: A method comprising:
obtaining communication information based on customer communication iterations from at least one sensor comprising at least one of an accelerometer, a temperature sensor and a microphone; detecting customer emotion information and customer situation context information based on customer information obtained from at least one electronic device; retrieving redirection option information for a condition corresponding to the customer situation context information from an assistant-redirection knowledge base; and using the customer situation context information, the communication information, the customer emotion information and the redirection option information to determine and to provide a redirection suggestion with a justification, or an answer response.