System and method for automated customer service with contingent live interaction

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United States of America Patent

PATENT NO 9549065
SERIAL NO

13659366

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Abstract

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A balance between customer satisfaction and cost to providing customer care can be achieved based on the use of online interaction classification techniques. Such techniques can use measurements such as a log likelihood ratio to determine if an interaction should be removed from automation to live support if it appears necessary.

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Patent Owner(s)

Patent OwnerAddress
CONCENTRIX CVG CUSTOMER MANAGEMENT DELAWARE LLC201 EAST FOURTH STREET CINCINNATI OH 45202

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Birch, Robert Orlando, US 21 290
Coy, Cordell Villa Hills, US 2 21
Cunningham, Scot Osgood, US 2 46
DiFonzo, Joseph Sanford, US 6 130
Irwin, Scott Winter Springs, US 8 76
Kim, Woosung Mason, US 33 280
Naik, Jayant M Mason, US 21 1073
Nutter, Michael Louis Cincinnati, US 3 155
Peterson, Dale Robert Fort Thomas, US 2 46
Weagraff, Stephen D Winter Park, US 12 204
Yuschik, Matthew Andover, US 5 194

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