Computer-Implemented System And Method For Dynamically Providing Guidance During Customer Interactions

摘要

Computer-implemented system and method for dynamically providing guidance during customer interactions are provided. Data associated with a plurality of completed customer interactions is obtained. One or more of the completed customer interactions are identified as successful customer interactions. An ongoing customer interaction is monitored. One or more of the successful customer interactions similar to the ongoing customer interaction are identified. Guidance is generated based on at least one of the similar successful interactions. The guidance is provided to one or more parties to the ongoing customer interaction.

主权项

1. A computer-implemented method for monitoring a customer interaction progression, comprising the steps of:
obtaining data associated with a plurality of completed customer interactions; identifying one or more of the completed interactions as successful customer interactions; monitoring an ongoing customer interaction; identifying one or more of the successful interactions similar to the ongoing customer interaction; comparing the data associated with at least one of the similar successful customer interactions to data obtained from the monitoring; detecting a deviation of the ongoing customer interaction from a successful interaction progression based on the comparison; and taking an action upon detecting the deviation, wherein the steps are performed by a suitably programmed computer.