Method and apparatus for analyzing leakage from chat to voice

摘要

The customer experience is enhanced by detecting leakage-to-voice from chats and providing recommendations to operations, chat agents, and customers. A chat is classified into leakage-to-voice or leakage-to-text chat and actionable recommendations are then provided to operations, chat agents, and customers based on the leakage information. Once leakage is identified, various other insights are extracted from chats and such insights are fed into the knowledge-base. Such insights also used in agent training and are provided to chat agents as recommendations. This results in a better customer experience.

主权项

1. A computer implemented method for analyzing chat leakage, comprising:
providing a processor configured for obtaining chat-related information from at least one chat session between a customer and an agent; said processor configured for identifying customer leakage information from said chat to another channel; said processor configured for building a model based on said chat-related information and said leakage information; said processor configured for applying said model to provide recommendations to said agent for said customer to improve the customer's experience and accordingly prevent or reduce leakage; said applying said model further comprising:
when chat leakage is identified, analyzing said chat to determine factors that have contributed to said leakage;storing data pertaining to said leakage and said analysis results in a knowledge base; andusing information and analysis thereof stored in said knowledge base to train agents and to make recommendations to agents and managers to improve the customer experience.