Direct collection of customer intentions for designing customer service center interface

摘要

A method of collecting customer intentions of customers who use automated service systems, such as web-based or interactive telephone-based service applications. Customers are surveyed when they use the application to collect their intention in visiting the system. The responses of these customers are collected and tabulated. The relative frequencies of customer intentions are analyzed and used to design an interface to the service application, so that future customers will be presented with menu-type selections that best reflect their needs.