Method for identifying and prioritizing customer care automation

摘要

A method of identifying and prioritizing automated customer care applications for use in connection with interactive voice response systems is disclosed. The method includes receiving a first set of data produced by a first data-driven evaluation process relating to a call center environment responsive to calls received by the interactive voice response systems; receiving a second set of data produced by a second data-driven evaluation process relating to customer preferences with respect to self-service for each of a set of tasks; and generating a prioritized list of automated customer care applications based on the first set of data and the second set of data.