JUST-IN-TIME DATA POSITIONING FOR CUSTOMER SERVICE INTERACTIONS

摘要

Methods, non-transitory computer readable media and devices are disclosed for caching data associated with a second state in a customer service interaction call flow when a first state in the customer service interaction call flow is reached. For example, a method includes a processor for initiating a customer service transaction associated with a customer service interaction flow in response to a communication from a user, determining that a first state in the customer service interaction flow is reached during the customer service transaction, calculating that a likelihood of needing data associated with a second state in the customer service interaction flow during the customer service transaction exceeds a threshold, retrieving, from a data store, data associated with the second state, and storing data associated with the second state in a cache.

主权项

1. A method, comprising:
initiating, by a processor of an interactive voice response system, a customer service transaction associated with a customer service interaction flow of the interactive voice response system in response to a communication from a user, wherein the communication comprises a call; determining, by the processor, that a first state in the customer service interaction flow is reached during the customer service transaction; calculating, by the processor, that a likelihood of needing data associated with a second state in the customer service interaction flow during the customer service transaction exceeds a threshold; retrieving, by the processor from a data store, the data associated with the second state; and storing, by the processor, the data associated with the second state in a cache.