Bank of America Corporation (20240380842). CALL CENTER VOICE SYSTEM FOR USE WITH A REAL-TIME COMPLAINT IDENTIFICATION SYSTEM simplified abstract
Contents
CALL CENTER VOICE SYSTEM FOR USE WITH A REAL-TIME COMPLAINT IDENTIFICATION SYSTEM
Organization Name
Inventor(s)
Emad Noorizadeh of Plano TX (US)
Sushil Golani of Charlotte NC (US)
Chris Welles of Charlotte NC (US)
Emmanuel Dibia of Dallas TX (US)
Jennifer Russell of Dallas TX (US)
CALL CENTER VOICE SYSTEM FOR USE WITH A REAL-TIME COMPLAINT IDENTIFICATION SYSTEM - A simplified explanation of the abstract
This abstract first appeared for US patent application 20240380842 titled 'CALL CENTER VOICE SYSTEM FOR USE WITH A REAL-TIME COMPLAINT IDENTIFICATION SYSTEM
The abstract describes an interactive voice response system for real-time complaint identification and resolution, including a dashboard for monitoring complaints.
- The interactive voice response system can engage with human callers in real-time.
- It uses a model to transcribe audio calls and identify complaints within them.
- Identified complaints can be resolved using a variety of resolution executables, such as registering the complaint in a complaint register.
Potential Applications: - Customer service call centers - Quality assurance monitoring - Complaint management systems
Problems Solved: - Streamlining complaint identification and resolution processes - Enhancing customer satisfaction by addressing complaints promptly - Improving overall efficiency in handling customer feedback
Benefits: - Real-time response to customer complaints - Automated complaint identification and resolution - Enhanced customer service experience
Commercial Applications: Title: "Real-time Complaint Identification System for Customer Service Centers" This technology can be utilized by customer service centers to improve complaint handling processes, leading to increased customer satisfaction and loyalty. It can also be integrated into quality assurance systems to monitor and address customer feedback effectively.
Questions about the technology: 1. How does the interactive voice response system improve the efficiency of complaint resolution? - The system automates the process of identifying and resolving complaints in real-time, leading to quicker responses and resolutions for customers. 2. What are the potential cost savings for businesses implementing this technology? - By streamlining complaint management processes, businesses can reduce the time and resources spent on handling customer feedback, ultimately saving costs in the long run.
Original Abstract Submitted
an interactive voice response system for use with a real-time complaint identification system and dashboard may be provided. the interactive voice response system may receive and respond to human callers in real-time. simultaneously, the interactive voice response system may use a model to transcribe the audio call and identify complaints within the audio calls. identified complaints may be resolved by one of a plurality of resolution executables. one of the resolution executables may include registering the identified complaint with a complaint register.
