| 摘要 |
Systems and methods of handling customer contacts at a customer care system that streamline the handling of such customer contacts based on information about previous contacts received from the same customers. The system includes a repeat contact engine, which is connectable to at least one data/communications network. The repeat contact engine includes a controller, at least one database communicably connected to the controller, and a data extractor communicably connected between the data/communications network and the database. The controller includes a server, a rule processor communicably connected to the server, and a policy engine associated with the rule processor. Based on information about at least one previous contact, the system can derive a rule that, in response to its application, would cause a predetermined response, representative of the predicted purpose of an incoming contact, to be provided over a corresponding channel through the data/communications network. |
| 主权项 |
1. A computer-implemented method, comprising the steps of:
receiving an incoming contact over one of a plurality of communication channels; obtaining an identity of the incoming contact; determining whether at least one previous contact received over one or more of the plurality of communication channels has an identity that is the same as the identity of the incoming contact; accessing information about the previous contact having the same identity as the incoming contact from at least one database; based at least on the information about the previous contact, obtaining at least one rule for handling the incoming contact; and responsive to application of the rule, providing, over the respective communication channel, a predetermined response representative of a predicted purpose of the incoming contact. |
