Patent ID: 7995735
Filing Date: 2011-08-09
Classification: G06Q,H04M

Abstract:
1. A system for processing user inquiries, the system comprising: (a) a global knowledge database including a plurality of categorized responses corresponding to a plurality of user inquiries wherein each categorized response comprises at least one identifier; (b) a first response system in communication with the global knowledge database, the first response system configured to provide a first categorized response included in the global knowledge database to a first user inquiry, the first response system being of a first type of response system; (c) a second response system in communication with the global knowledge database, the second response system configured to provide a second categorized response included in the global knowledge database to a second user inquiry, the second response system being of a second type of response system; (d) an analysis database configured to store and analyze first data relating to the categorized responses provided by the first response system and the second response system, and second data relating to the identifiers of the first response and the second response; (e) a report generator configured to generate an interactive report using the data stored in the analysis database, wherein the report comprises a plurality of categories, wherein each category corresponds to at least one of: a response system, a categorized response, and an identifier of a categorized response; and wherein the report comprises at least one recommendation regarding at least one response system, wherein the recommendation is selected from the group consisting of change a business process, change a specified response system, send this type of transaction to a specified response system, enhance a handling of a customer contact, automate the response to the customer, and do not change the business process.