AUTOMATIC COMPLETION OF FAILED SELF-CARE RESOLUTION ATTEMPT FOR INTERACTIVE SYSTEMS

摘要

A system receives a communication from a user via a first communication channel used by users to automatically resolve an issue. The system monitors, using a processor of a computer, interaction between the user and the system during the communication. Then, as a result of the monitoring, a failed attempt by the user to resolve an issue is identified. The failed attempt is categorized into one of a plurality of categories for each of which a different option for establishing a second communication to resolve the issue is provided. A second communication is then established with the user via a second communication channel distinct from the first communication channel, in accordance with the categorizing, to resolve the failed attempt.

主权项

1. A method of automatically completing a self-care attempt by a user, comprising:
receiving a communication from a user via a first communication channel comprising a system configured to be used by users to automatically resolve an issue; monitoring, using a processor of a computer, interaction between the user and the system during the communication; identifying, as a result of the monitoring, a failed attempt by the user to resolve an issue; categorizing the failed attempt into one of a plurality of categories for each of which a different option for establishing a second communication to resolve the issue is provided; establishing the second communication with the user via a second communication channel distinct from the first communication channel, in accordance with the categorizing, to resolve the failed attempt.