USING GRAPHICAL TEXT ANALYSIS TO FACILITATE COMMUNICATION BETWEEN CUSTOMERS AND CUSTOMER SERVICE REPRESENTATIVES

摘要

Embodiments relate to facilitating communications between customers and customer service representatives. A method for facilitating communications between customers and customer service representatives is provided. The method generates a graph of expressions of a customer. The method generates a graph of expressions of each customer service representative of a plurality of customer service representatives. The method performs a graphical text analysis on the graph for the customer to identify an interaction style of the customer. The method performs a graphical text analysis on the graph for each customer service representative to identify an interaction style of the customer service representative. The method selects a customer service representative from the plurality of the customer service representatives based on the interaction style of the customer and the interaction styles of the plurality of the customer service representative. The method starts a communication between the customer and the selected customer service representative.

主权项

1. A computer program product, comprising:
a computer readable storage medium having program instructions embodied therewith, the program instructions readable by a processing circuit to cause the processing circuit to perform a method of facilitating communications between customers and customer service representatives in a customer service environment, the method comprising: performing a graphical text analysis on a graph of expressions of a customer to identify an interaction style of the customer; performing a graphical text analysis on a graph of expressions for each customer service representative of a plurality of customer service representatives to identify an interaction style of each of the plurality of customer service representatives; selecting a customer service representative from the plurality of the customer service representatives based on the interaction style of the customer and the interaction style of each of the plurality of customer service representatives; and starting a communication between the customer and the selected customer service representative.