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GB2367167A - Methods for integrating user models to interface design and for identifying and categorizing customer & apos;S goals and behaviour within a customer service - Google Patents

Methods for integrating user models to interface design and for identifying and categorizing customer & apos;S goals and behaviour within a customer service

Info

Publication number
GB2367167A
GB2367167A GB0128396A GB0128396A GB2367167A GB 2367167 A GB2367167 A GB 2367167A GB 0128396 A GB0128396 A GB 0128396A GB 0128396 A GB0128396 A GB 0128396A GB 2367167 A GB2367167 A GB 2367167A
Authority
GB
United Kingdom
Prior art keywords
customer
apos
behaviour
goals
identifying
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
GB0128396A
Other versions
GB0128396D0 (en
GB2367167B (en
Inventor
Robert R Bushey
Thomas Deelman
Jennifer M Mauney
John M Martin
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
AT&T Labs Inc
Original Assignee
SBC Technology Resources Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by SBC Technology Resources Inc filed Critical SBC Technology Resources Inc
Publication of GB0128396D0 publication Critical patent/GB0128396D0/en
Publication of GB2367167A publication Critical patent/GB2367167A/en
Application granted granted Critical
Publication of GB2367167B publication Critical patent/GB2367167B/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F8/00—Arrangements for software engineering
    • G06F8/30—Creation or generation of source code
    • G06F8/38—Creation or generation of source code for implementing user interfaces

Landscapes

  • Engineering & Computer Science (AREA)
  • Software Systems (AREA)
  • General Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Human Computer Interaction (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

A method used in the business environment and applying human factor to manage client/customer data incorporates a detailed, precise procedure of designing a user interface by utilizing agent behavioral models. This method applies quantitative and qualitative agent behavioral models derived through the Categorize Describe Model (CDM) methodology (16) to the iterative design stage of interface development. An additional method is provided that identifies and categorizes the reason a customer contacts a customer service center. It allows the customer to be categorized into a set of behavior-based groupings (20). This integration of goal and customer categorization establishes the foundation to optimally direct the customer's request through an appropriate center, and to optimally handle the customer request.
GB0128396A 1999-05-27 2000-05-26 Call routing system Expired - Fee Related GB2367167B (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US13640599P 1999-05-27 1999-05-27
US13640699P 1999-05-27 1999-05-27
PCT/US2000/014468 WO2000073968A1 (en) 1999-05-27 2000-05-26 Methods for integrating user models to interface design and for identifying and categorizing customer's goals and behaviors within a customer service center environment

Publications (3)

Publication Number Publication Date
GB0128396D0 GB0128396D0 (en) 2002-01-16
GB2367167A true GB2367167A (en) 2002-03-27
GB2367167B GB2367167B (en) 2004-04-21

Family

ID=26834270

Family Applications (1)

Application Number Title Priority Date Filing Date
GB0128396A Expired - Fee Related GB2367167B (en) 1999-05-27 2000-05-26 Call routing system

Country Status (3)

Country Link
AU (1) AU5291200A (en)
GB (1) GB2367167B (en)
WO (1) WO2000073968A1 (en)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9661138B2 (en) 2015-01-14 2017-05-23 Unify Gmbh & Co. Kg System and method for automatic intention evaluation and communication routing

Families Citing this family (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7086007B1 (en) 1999-05-27 2006-08-01 Sbc Technology Resources, Inc. Method for integrating user models to interface design
US7136860B2 (en) 2000-02-14 2006-11-14 Overture Services, Inc. System and method to determine the validity of an interaction on a network
US6778643B1 (en) 2000-03-21 2004-08-17 Sbc Technology Resources, Inc. Interface and method of designing an interface
US7305070B2 (en) 2002-01-30 2007-12-04 At&T Labs, Inc. Sequential presentation of long instructions in an interactive voice response system
US7027586B2 (en) 2003-12-18 2006-04-11 Sbc Knowledge Ventures, L.P. Intelligently routing customer communications
CN112802455B (en) * 2020-12-31 2023-04-11 北京捷通华声科技股份有限公司 Voice recognition method and device
US11550702B1 (en) 2021-11-04 2023-01-10 T-Mobile Usa, Inc. Ensuring that computer programs are accessible to users with disabilities, such as for use with mobile phones

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5659724A (en) * 1992-11-06 1997-08-19 Ncr Interactive data analysis apparatus employing a knowledge base
US5848396A (en) * 1996-04-26 1998-12-08 Freedom Of Information, Inc. Method and apparatus for determining behavioral profile of a computer user
US5884029A (en) * 1996-11-14 1999-03-16 International Business Machines Corporation User interaction with intelligent virtual objects, avatars, which interact with other avatars controlled by different users
US5899992A (en) * 1997-02-14 1999-05-04 International Business Machines Corporation Scalable set oriented classifier

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5659724A (en) * 1992-11-06 1997-08-19 Ncr Interactive data analysis apparatus employing a knowledge base
US5848396A (en) * 1996-04-26 1998-12-08 Freedom Of Information, Inc. Method and apparatus for determining behavioral profile of a computer user
US5884029A (en) * 1996-11-14 1999-03-16 International Business Machines Corporation User interaction with intelligent virtual objects, avatars, which interact with other avatars controlled by different users
US5899992A (en) * 1997-02-14 1999-05-04 International Business Machines Corporation Scalable set oriented classifier

Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9661138B2 (en) 2015-01-14 2017-05-23 Unify Gmbh & Co. Kg System and method for automatic intention evaluation and communication routing
US9883039B2 (en) 2015-01-14 2018-01-30 Unify Gmbh & Co. Kg System and method for automatic intention evaluation and communication routing
US10154141B2 (en) 2015-01-14 2018-12-11 Unify Gmbh & Co. Kg System and method for automatic intention evaluation and communication routing

Also Published As

Publication number Publication date
AU5291200A (en) 2000-12-18
GB0128396D0 (en) 2002-01-16
WO2000073968A1 (en) 2000-12-07
GB2367167B (en) 2004-04-21

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Legal Events

Date Code Title Description
PCNP Patent ceased through non-payment of renewal fee

Effective date: 20100526