Patent ID: 8938405
Filing Date: 2015-01-20
Classification: G06Q

Abstract:
1. A method for classifying customer activity in an automated customer support system, wherein the method comprises: obtaining input from the automated customer support system, wherein the input comprises an observable measurement of customer activity in the automated customer support system, and wherein said obtaining comprises obtaining said input after the customer activity in the automated customer support system has been completed; computing a probability that the input corresponds to each of multiple probabilistic models, wherein each of said multiple probabilistic models corresponds to a type of customer activity associated with success or failure of a customer interaction with the automated customer support system; enabling multiple cues for determining the success of a customer interaction with the automated customer support system; and using the computed probability to classify the customer activity in the automated customer support system by identifying the probabilistic model corresponding to the highest computed probability; wherein at least one of the steps is carried out by a computer device.